Leading Experience Design When No One Asks You For Help
How does a Customer Experience program in a $22 billion dollar B2B company, which operates in over 120 countries, with 700+ brands, over 100,000 employees and a mostly geographically independent decision making structure in place design experiences? Definitely not by accident. This presentation will walk through the journey at Johnson Controls from dozens of disparate efforts across the globe to building a common vision through financial linkage, journey mapping, systems integration and establishing common service standards.
Speaker: Matt Inman
Global Director - Customer Experience, Johnson Controls
Matt has worked for 25 years in Customer Experience & Insights. Has designed and led CX Programs and efforts in multiple industries including: Insurance, Banking, Energy, Food Service, Consumer Packaged Goods, Industrial Manufacturing and Government. He received his Master’s Degree in Marketing Research from the University of Wisconsin-Madison and was the 2015 recipient of the Customer Experience Professional Association’s Global Impact Award. He is currently the Global Director of Customer Experience for Johnson Controls. Johnson Controls is the global leader in creating sustainable solutions and connected technology for buildings.