Customer Experience Innovation
Description
Two-Day Masterclass. Customer Experience Innovation. Creating compelling brands, services and customer experiences.
Successful innovators know how to create compelling customer experiences by combining deep customer insights with strong brands. The result is a strategically solid approach to innovation that puts human values at the heart of the organisation.
This holistic approach to product and service innovation is based on 4 consecutive phases: gathering customer insights, building a focused innovation strategy, designing a desirable customer experience, and lastly, embedding the resulting experience.
Curriculum
Learning Objectives
During this master class, you will learn to:
- gather and use customer insights for experience innovation;
- view the role of the brand as driver for innovation;
- build a brand that can play this role;
- develop customer experience innovation strategies;
- use tools like personas, customer journey mapping, and guiding principles;
- orchestrate touch points in branded customer experiences;
- prototype and test new customer experiences;
- create business impact through customer experience.
Content
- 4 stage customer experience innovation approach;
- Combining theories of insight research, brand development, design thinking and innovation strategy into an over-arching framework for product and service design;
- Many cases and practical examples;
- Tools and frameworks, to be used in exercises that are applicable to the participant's own work situation
Speaker(s)
Erik Roscam Abbing is a frequent Lecturer at the SPD master at TU Delft and several other universities. He is also the director of Livework Netherlands, where he consults on customer experience innovation and service design for clients around the globe.
Location
Industrial Design Engineering, TU Delft Art Centre
Organiser
Industrial Design Engineering
IDE
Name and contact details for information
Masterclass IDE
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