Applying Human-Centered Design to Modernize your Brand for Growth

Ford is modernizing their business to build always-on relationships with their customers. Learn how Ford applied Human-Centered Design and the value of Co-Creations to unearth deeper insights to revolutionize the Service Experience for today’s customers.

Speaker: Jennifer Nachshen

Consulting Director - Bond Brand Loyalty

Jennifer Nachshen holds a PhD in Clinical Psychology from Queen’s University and an MBA focusing on Behavioral Economics and Human-Centered Design from the Rotman School of Management. She is a Consulting Director at Bond Brand Loyalty, where she combines the science of human behavior and the art of empathy to design customer experiences that inspire brand loyalty. She teaches Business Design at Rotman Commerce at University of Toronto.

Speaker: Monica Viola

Customer Experience Strategy Manager - Ford Motor company

Monica Viola is a Customer Experience Strategy Manager at Ford Motor Company focused on delivering a differentiated experience that puts the Customer first when a vehicle needs service. Prior to joining Ford she held positions at Harley-Davidson, General Motors, Google and several Marketing Agencies delivering innovative digital solutions and consumer marketing programs. She is passionate about approaching complex problems through the elements of a Human Centered Design approach and leading with empathy for Customers, Dealers and her Team.