17 April 2019

6:00 pm to 8:00 pm

Free

Academy Xi, Level 3, 45 Exhibition St, Melbourne VIC 3000

Event Description

At its core, Customer Experience (CX) involves asking, “How do customers feel about my brand or product?” One way to deliver exceptional CX is through a product’s user experience (UX).  Service Design, which focuses on the end-to-end service experience encompasses UX and also makes up a part of a customer’s experience.

So what are the differences between all these disciplines, and when does marketing get involved?

At our panel, What’s the Difference between CX, UX, Service Design, and Marketing, our experts will explore:

  • Key differences between CX, Service Design, and UX and how they interrelate
  • CX, UX, and Service Design case studies
  • The role of design in all these disciplines
  • Pathways to careers in both CX, UX, and Service Design
  • What role marketing has to play when it comes to design
  • The implications of CX, Service Design, UX and marketing  in various industries and organisations

Speakers

Tom Uhlhorn

Founder and Strategy Director of Tiny CX

Tom Uhlhorn is the founder and strategy director of Tiny CX, a Customer Experience consultancy that helps Australia's challenger brands use CX to attract and hold onto more market share using the power of CX. Tom is also authoring a book on CX, runs the Melbourne CX meetup group, and is leading his company in the development of a suite of CX tools and educational resources.

Amir Ansari

Head of User Experience at Transpire

Amir Ansari is the Head of User Experience at Transpire. With over 18 years’ experience in the field of design, both as a practitioner and manager, he has worked across the private and public sectors - mostly in the consulting space, managing UX researchers and designers.

Melissa Mack

Head of Communications and Marketing at MoneyPlace

Melissa Mack is Head of Communications and Marketing at MoneyPlace. A former journalist, Melissa has more than 10 years experience in media and communications having worked with some of Australia's most exciting emerging fintech companies and entrepreneurs. She is also a director of Fintech Australia.

Lizzie Bott

Senior Experience Designer, Product & Innovation at Telstra

Lizzie is a senior service designer working within the product and innovation team at Telstra.

Workshop facilitation and visualisation are some of my favourite things, as they present an opportunity to bring a sense of fun, play and humour when working together to break down complex problems. I love seeing that ‘a-ha’ moment in the room as we stretch our innovative design-thinking muscles, and fix any broken bits to improve the overall product experience for both customers & staff.

I work across consumer, small-mid market business and enterprise, in IT that can include anything from a call centre interaction, a digital experience on your phone, to a full suite of products across network & cloud to keep businesses up and running. The system and process side of things can be super complex, so it is my role to make sure that we simplify and smooth things over so that customers don’t get tangled up in that!

Outside of work I am involved with Academy XI as a mentor and am always on the look out for collaborative HCD-led side projects!

Bram van der Lans

Head of CX at Belong Internet and Mobile

Bram is an inspiring, motivating director.

Versatile, creative and data-driven with extensive UX, UI and technical knowledge gained from building digital teams for more than 15 years.

He manages large digital teams and run digital channels for top tier companies, dramatically improving team engagement and inspiring people to perform at their best.

UX, human-centric design (HCD) and customer insights are central to my practice and I have a passion for digital transformation.

With a strong technical background, he focuses on operational efficiencies and building scalable teams that deliver commercial strategies while reducing unit cost.

Dates and fees

Wednesday

17 April 2019

6:00 pm ~ 8:00 pm

Free

Location

Academy Xi,
Level 3,
45 Exhibition St,
Melbourne VIC 3000

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