As we approach the launch of our Service Experience Conference, we asked keynote Speaker Dave Gray, Founder and CEO of liminl, to tell us why he’s excited to take part and what you will learn from his talk.
JH: Why are you excited about speaking at the Service Experience Conference?
DG: Adaptive Path is a pioneer in user experience, known for cutting-edge thinking and high-quality events. I am always happy and proud to be associated with any of your events. Not to mention I expect to learn a lot, meet up with old friends and make some new ones. It’s going to be a great time and a valuable learning experience.
JH: Why do you think a conference about service design and experience is relevant now?
DG: Social networks and mobile devices are dramatically changing what customers expect. Customer expectations are rising exponentially and service design is the only way that companies can meet these high expectations. At the same time these shifts create huge change problems for companies who want to rethink their offerings around these new customer expectations. There are a lot of things that need to be thought through, talked about, figured out and so on. I’m certain that service design is going to be one of the most important design disciplines in the coming decades.
I’m certain that service design is going to be one of the most important design disciplines in the coming decades.
JH: What do you hope to leave people with after your talk?
DG: I’m going to talk about change and culture. Many people think company culture is a soft subject, and many others think it’s just too big an issue for an individual to address. But I hope to show people that culture is like an operating system. And like an OS it can be hacked. But in order to do that you must understand what culture is and what makes it tick. I will be sharing a tool that people can use to better understand the strengths and weaknesses of their company culture, so they can be more effective within that culture.
JH: What would make the conference a great service experience for you?
DG: I know it’s going to be great!
Register for The Service Experience Conference and get more information here. Use code BLOG for 10% off your registration.