UCD Bristol 15 - Improving CX in the B2B space *FULL*

This is a past event

34 people went

Framework co-working

35 King Street · City of Bristol

How to find us

Framework is on the north side of King Street, next door but one to The Bristol Old Vic theatre and opposite the Famous Royal Navy Volunteer.

Location image of event venue

Details

Doors: 18:30 (Pizza, beer, soft drinks)
Talks: 19:00 (Prompt start)
Curfew: 21:00
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What and where:

****PLEASE NOTE CHANGE OF VENUE TO USUAL****

We will be at Framework - 35 King Street, BS1 4DZ.

This month, we're welcoming award winner UX designer Alan Colville! He'll be talking about UX and CX within the B2B space and how to simplify and ultimately improve the process.

And as usual, we've got you covered with pizza (thanks to our sponsor Pizzarova!) beer and soft drinks.

*UCD Bristol is organised by Natural Interaction and People For Research*
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Our speaker: Improving CX in the B2B space

Alan Colville - UX designer & consultant

An award-winning UX designer living in Bristol who has spent almost two decades in a variety of roles. He's been the customer experience guy at large companies like BT and Virgin Media, a UX designer for digital agencies, the founder of a web start-up and part of an international cooperative of designers and developers. Recently, he headed up UX for True Digital.

Today, he brings customer-driven research, strategy and design to FTSE 100 companies, like Arm and Rentokil Initial. Increasingly, he mentors and trains teams and leaders, while regularly contributing to design, marketing and technology events and publications.

Originally from Tipperary, Ireland, he now lives with three women, two of whom are his daughters. These days, you might catch a glimpse of him climbing up or biking down mountains, most recently on Aconcagua, Argentina where he trained for a World Record attempt to cycle at the highest elevation ever!
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The talk:

More than ever, customers expect better experiences powered by better systems when interacting with businesses. Established businesses around the World transform to emulate the speed, dynamism, and customer centricity of digital players like Airbnb, Spotify and Uber. It feels like we’re getting somewhere with technology advancements, tools, and growth in understanding of how to create customer-centred products.

Yet Business to Business (B2B) UX maturity lags behind B2C. With Walker, a customer intelligence consultancy finding that by 2020, customer experience will overtake price and product as the key brand differentiator, particularly in the business-to-business space, now's the time to improve B2B customer experience and drive business KPIs.

In this talk you’ll learn a customer-centred, three step approach to simplify UX by:

1. Getting to the hearth of the human emotions behind the functional business - build empathy for customers with stakeholders

2. Giving confidence to the business by clarifying and simplifying complexity - organise insights in new ways to give holistic view

3. Centralising information learned before disseminating throughout the organisation - design a useful and centralised resource

The intended output is a shared understating of customers to galvanise the business around. Just as important, however, is the process of building this understanding itself. Collaboration across departments and countries looking at the business through the lens of customers, helps build consensus, identify areas of common knowledge, and establish building blocks for the future.