Vinod VarmaVice President, Customer Experience and Product Strategy
American Express Global Business Travel
Most companies see their customers as the heartbeat of their operations. However, even with the best intentions, customer centric thinking can all too often take a backseat. People slip back into their functional priorities and individual goals.The key to providing successful and sustainable customer experiences that resonate starts with the customer. It comes from difficult changes to align around the customer’s problem. These are tough organizational and cultural challenges that require unrelenting focus on the customer or the end user.
In this keynote, hear from Vinod as he shares how he and his team:
- Bashed organizational silos to move from functional focus to an end user centric approach at American Express Global Business Travel
- Overcame the challenges of executive buy-in and redesigned the traveler & travel manager experience with the deployment of Design Thinking and Service Design methods