Damian Kernahan, the founder of Proto Partners, gave the opening keynote at the Service Design Australia Conference 2012 last Friday in Melbourne.
Here is the audio of his presentation :
This presentation shines the light on what’s missing in turning A customer experience vision into tangible business value. How do you use all that is good and useful from typical customer experience approaches? How do you add commercial rigour and the hard core analytics in a way that one competency doesn’t dominate the other? What is the secret in bringing together the skills and perspectives that result in a great customer experience and an equally great commercial outcome?