CX as Storytelling

We understand most of our world through stories. Viewing CX through the lens of Human-Centered Design (HCD), we can learn more about how customers view us, and how we can improve their experiences, if we better understand their mindset through deeper research, mental models, and storytelling.

By the end of this session, the audience will:

• Learn about the power of story to shape customer perception

• Become accustomed story architecture and components

• Develop strategies to use storytelling in customer experience

• Review how customer interactions lay a foundation for CX storytelling

Presentation

Kevin Budelmann
President,
Peopledesign