The Value of Design and Innovation: The Role of Design for ROI

Demonstrating the value of design is hard. We'll talk about - and share a case study - of how design brought measurable value to an experience opportunity. Learn the 'C-Suite speak' and translate your brilliance into results that tie to financial value.

Speaker: Diane Magers

Founder & CEO, Experience Catalysts

Passionate experience transformation executive and change agent. Sherpa for new and developing experience-obsessed organizations. Thought leader and innovator for engaging associates, customers, and partners. Believes sustainable change requires embedding customer and experience capabilities into all parts of an organization.Skilled in creating Experience Management business value and systematically changing organizations to align around experience and drive financial impact. She specializes in enabling brands with skills and competencies like design thinking, journey management, and value mapping to drive sustainable shifts in how organizations work to achieve results. Over 25 years of transforming experiences working in and with brands such as Sysco, AT&T, State Farm, Dale Carnegie, CommScope, Invisalign, Ciena, Freeman, Cisco, and Sodexho. Diane is the Emeritus Chair and recent CEO for the Customer Experience Professionals Association, speaks and conducts workshops all over the world to help transform Experience Management strategy into action. Diane earned an MS in Clinical Psychology and an MBA. She is a Certified Customer Experience Professional (CCXP) and holds certifications in Voice of Customer, Customer Experience Management, Net Promoter Score, CX Design, and Innovation LUMA certified.