Chris Avore

Too often, organizations mean well by creating customer experience and user experience & product design teams, but inadvertently keep these functions separate and ultimately limit their impact to the customer and the business. In this session, you’ll hear from leaders from these respective disciplines as we discuss where CX and UX is still maturing, and how to unlock value by closely coupling CX and UX. You’ll hear first-hand how to create inroads in your teams to uncover and share nuanced insights, how keeping responsibilities and expectations clear today prevents headaches later, and how co-creation and experimentation are tools in a shared toolbox of techniques both teams should draw from, not own individually.

Dr. Fabiola Covera-Stimeling, VP of Client Experience at Northwestern Mutual and author of “Voiceless Customer: Why Customers Leave” and her colleague Chris Avore, VP of Design at Northwestern Mutual and author of “Liftoff!: Practical Design Leadership to Elevate Your Team, Your Organization, and You”, will present their experiences—including the good and the bad—and answer questions to help you enable your customer experience and product design teams to thrive together.