No matter how many departments your organization has, to your customers, it’s all the same business. They expect a cohesive experience across all touch-points with your company, regardless of whether it’s related to advertising, customer service, social presence, or the actual product or service you provide. The satisfaction of your customers, and thereby the success of your organization, depends in no small part on your ability to create a cohesive and consistently high-quality cross-channel experience.
Applying consideration for the cross-channel experience is much easier said than done. It requires a significant level of coordination and collaboration between the stakeholders, to understand not just how to optimize their particular part of the service, but to maintain that optimal and consistent experience throughout.
The presenter will show how you can map out these touchpoints and help drive the creation of a cohesive experience across the various channels. He will show you how to navigate the political waters within your business to implement a true cross-channel design, which will build great experiences for your customers, regardless of how they are engaging with your business.
Presenter: Nick Finck is a user experience professional who has worked in the web industry for over a decade. He specializes in information architecture, interaction design, usability and user research. Nick has created web experiences for Fortune 500 companies including Adobe, Boeing, Google and Oprah.com. He lives and plays in Seattle, Washington, where he’s the User Experience Director at Übermind, a leading agency in mobile and emerging technologies.
Prior to working at Ubermind, he was a user experience evangelist at Blink Interactive. Prior to that, he founded Blue Flavor, a user experience consultancy where they launched one of the very first web applications for the iPhone. Nick was the publisher of Digital Web Magazine, an online publication for web professionals for ten years. He is actively involved in the web community, helping as adviser to such events as SXSW Interactive, the Information Architecture Summit, InfoCamp Seattle and in the past, WebVisions. Nick has also judged The Webby Awards and the SXSW Web Awards. He has built a reputation as a community volunteer, promoting growth within the web industry both locally and abroad.
You can find Nick giving lectures at leading organizations, conferences, and universities. Nick has also helped create an open source curriculum for web professionals and has advised universities on their educational programs.