Saturday 25th October, 2014
11:30am to 12:10pm
This short session will go into the key concepts of Enterprise User Experience and the efficiencies and challenges that it brings.
Can user experience be globalised as a service that means and delivers the same thing in every country? Moreover can user experience people be commoditised to fuel the desires to drive down costs through existing outsourcing models?
In this brief session I will cover some of the key aspects of consideration and focus on the clash between notional standardised services and skill based consultancy. I will be describing a hybrid business process model that allows an agency experience with consultancy scale and factory delivery. I will also reveal some of the other models being attempted by global consultancies.
Global Customer Experience Director
Karl Smith is a founding director of UCD UK the not for profit organisation that creates and runs the UCD conferences. He is currently involved in a new business start up for Wipro Digital as the global director of Experience Consultancy and UCD Innovation defining the business propositions, presenting to clients and supporting and leading RFP’s. He has expertise in enterprise architecture, database systems, business process reengineering, user experience and user centred design and operates at a executive level delivering omni-channel solutions, channel management, program management, senior recruitment and effective project teams.
Karl Smith was the Global Head of Mobility User Experience at Accenture (and UK/I Enterprise User Experience), before joining Wipro Technologies and now Wipro Digital, he has also worked with Sapient, Nitro Group (UX and concepts for award winning company site and Drambuie Pursuit), WCRS, Collective London, IRIS Worldwide, Deutsche Bank, Oxfam GB, Oxford University Press, Pearson Publishing, Tesco Bank and has taken the lead role on major projects like the UK National Census and a bespoke T+1 trading risk management system for the Royal Bank of Scotland.
Karl Smith lives near Edinburgh, Scotland and works in The City of London with directors, stakeholders and customers of multi-national enterprises across all verticals and technology stacks whose focus is on new concepts and capabilities that drive customer engagement, interaction and retention. These are underwritten with tailored blue sky work and project planning fitting to tight timescales, strategically correct, fully featured, useable, governable, scalable, efficient, end to end processes, applications, integrations and software systems.
Personal Site http://karl-smith.com/
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