Posts tagged "contact center"

Webinar on “Intuitive User Experiences”

On Wednesday 28 April, at 11am PT, I’m co-presenting with Ron Rogowski of Forrester Research on “The Value of Creating Intuitive User Experiences”. This online webinar will focus on the approach to creating user-centric applications, and the business value that emerges from intuitive user-experiences.

During this presentation, I’ll be talking about a project my team have been responsible for delivering over the last year, that is internally code-named “Hendrix”. This has been a tremendous collaboration within Adobe, bringing together our TXI team of technologists and user-experience designers with our IT organization, leveraging our 3D methodology for blending user-centric design thinking with agile software engineering, and in turn, creating an application that allows our agents in our contact centers to more effectively service Adobe customers – to help more customers, first time in less time. Every time.

Project Hendrix is something I am very much looking forward to talking more and more about in the days, weeks and months ahead…the business problem we were tackling (which has resonated with a tremendous number of customers to whom I have shown Project Hendrix in Customer Briefings in San Jose), the 3D approach we took to really understanding user needs, and how meeting user needs could meet business goals, as well as getting deep and dirty with the technical details of how we delivered an Experience Oriented Architecture … a tremendously complex implementation of a beautifully simple user-experience that leverages Adobe technology throughout the technology stack to attenuate the complexity of underlying systems such as our SAP CRM system.

It’s incredibly rewarding to have the project going live to our agents, and to be able to begin to talk about it with designers and developers, customer and community, and with the industry at large.

Sign up for the webinar here.