Customer Experience: Takeaways from Brainstorm Tech

In early July, I attended the Fortune Brainstorm Tech conference. This is an invite only conference for CXOs that brings together leaders in the media and technology sectors. I’ve also found the conference to be spot on in terms of identifying trends.

I wanted to provide a bit of a recap, because it’s always an insightful time for picking up tidbits of information about what’s going on in the market. Here are my takeaways about customer experience.

Customer Experience: Takeaways from BrainstormTech - David DeWolf

Customer Experience as a Priority

For the first time in the three years I’ve been going, there was a deliberate focus on customer experience. While user experience has always been brought up within the context of other discussions, this move shows that customer experience is now considered one of the highest strategic priorities within the C-Suite.

Employee Development is a Must

The heads of UX from Facebook, Frog Design, and others had a panel discussion in which the topic of talent came front and center. Specifically noted was the lack of leadership within user experience and design talent.

Today all schooling is building artistic folks that are learning more of the science behind it but are rarely business leaders. These larger companies are hiring experienced and enthusiastic people and developing them instead of relying on senior talent.

How about your organization? Is Customer and User Experience a strategic priority? What are you doing to make sure that you’re ready for the customer centric world?


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