Applications of Systems Thinking in CX Management

In this session, Karl Sharicz will introduce the core concepts of systems thinking which is a method of understanding how things are related and how they influence one another within an integrated whole rather than as separate parts. Through definitions, examples, and engaging exercises, attendees will learn how mental models and patterns of behavior help shape an organization's culture and how thinking is a systems manner can help you develop better solutions to customer issues and design experiences that lead toward more positive business outcomes.

At the conclusion of this session, attendees will be able to:

• Describe the key elements of taking a systems approach to decision-making

• Identify patterns within their own organization and the interrelated connections

• Anticipate the effects and possible unintended consequences of poor decision-making

Hands-On Session

Karl Sharicz
Principal & Owner,
HorizonCX