1. We have things to get done—envisioning, managing, team-building, delivering—but to what end? Brandon closes this year’s conference with a look at the brands and experiences that will win out over the long term. Not because of what they control, but because of the people that lead them and what they ask us to become.

    # vimeo.com/91668742 Uploaded 316 Plays / / 0 Comments Watch in Couch Mode
  2. As companies evolve away from 20th century product thinking to a 21st century service mindset, it's important that design organizations evolve with them. In this talk, Peter will present a new hybrid model for how design can integrate with the rest of the organization, where all design (marketing and product/service) is centralized as a function, and design teams partner in a deep, committed way across the business.

    This new model takes advantage of an important and under-appreciated aspect of design--since it takes relatively few designers to keep larger teams busy, design can be a highly leveraged function, and a small team can have an outsized impact.

    # vimeo.com/91667579 Uploaded 596 Plays / / 0 Comments Watch in Couch Mode
  3. An important question for those practicing UX strategy is "what's our engagement model with the rest of the organization?" In large organizations a variety of models are possible, from embedding with cross functional teams to working in functional silos, to a central consulting model. We don't often work directly with groups like Corporate Strategy, but when we do the impact can be quite significant. This case study looks at a project where a UX strategy team partnered with a Corporate Strategy team at Intuit. We'll delve into the details on what corporate strategy brought to the relationship, what UX strategy brought, and what impact their partnership ultimately had on the organization. In this talk, you'll see that juxtaposing corporate strategy with UX strategy in the context of a single project sheds new and interesting light on where one starts and the other stops. This has important implications for the UX community as we seek to define and grow our value to businesses.

    # vimeo.com/91666220 Uploaded 683 Plays / / 0 Comments Watch in Couch Mode
  4. As organizations pursue growth strategies by expanding their reach and making themselves more relevant through digital experiences, greater complexity and coordination become challenges to offering a cohesive service to users. Effective and sustainable delivery relies on a governance framework that is flexible and reliable; a true platform for sustainable growth.

    A model that addresses the intersection of strategy, standards, teams and policies, offers a deceivingly simple plan with a tangible execution challenge: how do you rally everyone around the same vision and principles at one point in time and ensure that it will live on as the org changes?

    This session focuses on overcoming barriers to short and long-term success through governance and stewardship, and how the day-to-day actions are as essential as “the big plan” as orgs strive to accomplish more.

    # vimeo.com/91664133 Uploaded 175 Plays / / 0 Comments Watch in Couch Mode
  5. A focus on customer experience is crucial to the success of any organization - so why is it still so few organizations dedicate people and teams to improving this daily? A focus on experience design and execution will make your customers come back again & again - there is real business value to focusing on experience! On average, an industry’s customer loyalty leader outgrows its competitors by a factor greater than two times. But how do you make the case to have customer experience be a key role, business strategy and discipline, whether you’re a start-up or Fortune company?

    Lesley made the strong case at Zipcar to create a team solely focused on the member experience. In this session, she will explain why this change was a necessity, her approach, the evolution of her team and their skills, and the various challenges faced when trying to get a company with a complex service ecosystem of people, technology and operations to put the customer experience first in all they do and the decisions they make.

    This session is the “HOW” and “WHY” of building experience-focused teams and organizations and will help a team of 1 or 20 organize to make customer experience a catalyst for growth or change.

    # vimeo.com/91571367 Uploaded 241 Plays / / 0 Comments Watch in Couch Mode

MX: Managing Experience Conference

Adaptive Path PRO

MX is a conference for people who take a leadership role in guiding better experiences into the world. MX serves up examples to learn from and approaches to adopt that can help you lead your organization toward investing in or improving your customer


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MX is a conference for people who take a leadership role in guiding better experiences into the world. MX serves up examples to learn from and approaches to adopt that can help you lead your organization toward investing in or improving your customer experience on the web, mobile, and more. We look at the key elements critical to your success as a leader: experience strategy and communicating that strategy, organizational buy-in, results-oriented investment and measurement, and the emerging trends you'll have to master.

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