Orchestrate against atomism

A session at IA Summit 2012

Friday 23rd March, 2012

1:45pm to 2:30pm (CST)

Brands large and small are placing increased importance on delivering a seamless, cross-channel customer experience. But most corporations struggle to define and communicate internally one vision for the experience and to coordinate design and implementation activities across the organization to realize that vision. The result: a customer experience that is the sum of its disjointed parts rather than a meaningful whole.

In this talk, I will explore this phenomenon and share the following:

  • An overview of common organizational and cultural dynamics that make holistic customer experience design challenging
  • The importance of building relationships inside of the enterprise to create seamless, cross-channel customer experiences
  • Methods from or inspired by service design, film production, gamestorming, and consulting that I have experimented with (successfully and unsuccessfully) to orchestrate cross-functional teams
  • A challenge to architects and designers to facilitate cross-functional collaboration and integrated planning.

About the speaker

This person is speaking at this event.
Patrick T Quattlebaum

Patrick Quattlebaum is a Design Director at Adaptive Path with an unhealthy love for holism, humanism, and progressive change.

Next session in Empire III

2:45pm Making Business Human: Delivering Great Experience in a Connected Age by Peter Merholz

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Time 1:45pm2:30pm CST

Date Fri 23rd March 2012


Empire III, Hyatt Regency New Orleans

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