The tools in our toolkit as CX and UX professionals, such as generative research, rapid prototyping, usability testing, and design thinking, are highly effective for navigating complex challenges and streamline ideas. However, these tool alone are insufficient when aiming to mobilize a global workforce and systems to realize a target experience at scale. In this talk, I will explore how we can amplify the impact and scale customer-centric thinking within a global enterprise.

In this presentation, you will learn:

• How can we scale customer-centric thinking globally?
• What role do CX/UX tools play in scaling customer strategies?
• How does an ecosystem approach mobilize a global workforce?
• What challenges hinder scaling customer-centric efforts?
• How can design thinking embed customer-centricity in the organization?