News Release: MISI Experience Design (XD) to Present Free Webinar on Creating Customer Centricity by Taking an Employee-centric Design Approach
10 October 2011
Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place employees at the center of a customer experience design strategy?
Instead of following the traditional "marketing" approach - where customer insights and branding are used as the launch platform for redefining an organization’s customer experience - the Morris Museum under the guidance of MISI XD took an employee-centric approach to the challenge. The museum significantly improved customer satisfaction, loyalty, and the bottom line, by taking an “inside out” approach to customer experience design.
In this webinar, MISI Account Director and experience design strategist Jerilyn MacLaren-Hall and museum Executive Director Linda Morris will discuss how to implement a successful customer experience strategy by creating a customer-centric culture within your organization, which has been proven to produce immediate and measurable results.
Their conversation will cover:
- What customer centricity should look like on the inside of an organization
- Strategies for creating a customer-centric culture within an organization
- The pitfalls of not approaching customer centricity from the inside out
- Key steps to implementing and sustaining a ulture of customer centricity
The webinar will be available for free and on-demand beginning October 11, 2011. You can register for the webinar here.
The Presenters:
Jerilyn MacLaren-Hall, MISI XD Account Director
A passionate disciple of all things Experience Design, Jerilyn has been working for over a decade with clients such as the Prostate Cancer Foundation, Merck, Web MD, AT&T, NFL, and Best Buy, to design engaging and valuable experiences tailored to the specific needs and goals of each audience. Although she started out focusing on the communications industry at Accenture as the lead of their North American Communications and High Tech User Experience Labs, her work with MISI has taken her deep into the experiences of audiences in all industries, deconstructing broad reaching interactions such as the end-to-end patient experience, the role of collaboration in the workplace, and the emotional connections people develop with technology.
Linda Moore, Morris Museum Executive Director
The Morris Museum is a dynamic cultural center whose mission is to connect people to the arts and sciences in a welcoming and inclusive environment. Linda believes that this is an exciting and transformative time for museums that are seeking to increase, deepen, and diversify the experiences of their visitors in innovative ways. A museum professional with more than 15 years experience, Linda is committed to creating memorable cultural experiences that will excite and inspire children, families and adults.
About MISI
MISI Company, Ltd., an NTT DATA Group company, provides experience design consulting services and technical staffing to a diverse client base on a global level. MISI was founded in 1978 and became a wholly-owned subsidiary of NTT DATA Corporation in 1992. MISI's services are delivered to Fortune 500 and mid-market clients from its offices in New York, New Jersey, Pennsylvania, Massachusetts, California and Canada. With its teams of staffing and experience design professionals, featuring technology and industry thought leaders, MISI has developed a strong reputation for providing both exceptional quality and excellent value.
About The Morris Museum
The Morris Museum explores and celebrates the arts, sciences and humanities through exhibitions, educational programs, performing arts and special events. Founded in 1913, the museum serves nearly 200,000 adults and children each year. These programs are made possible, in part, by funds from the New Jersey State Council on the Arts/Department of State, a Partner Agency of the National Endowment for the Arts. The Morris Museum has been designated a Major Arts Institution by the New Jersey State Council on the Arts (NJSCA) for
four years in a row, and has been awarded the NJSCA’s Citation of Excellence three years in a row.
About NTT DATA CORPORATION
NTT DATA is a quoted subsidiary of Nippon Telegraph and Telephone Corporation ("NTT"). It offers a broad range of IT services including consulting, systems integration and IT outsourcing. NTT DATA recorded total revenues of approx. JPY 1.1 trillion for the year ended March 31, 2010, and has more than 50,594 employees as of Dec 31th. NTT DATA has taken various steps to develop its business on a global scale. (http://www.nttdata.com/index.html)
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