Head of Enterprise Customer Service and Technical Support
Dun & Bradstreet
9:15 AM PROJECT ANALYSIS: How to Develop New Service Channel Offerings Leveraging Human-Centered Design
What do you do when you are receiving harsh feedback from your customers in terms of channel offerings and response times? Involve them in co-creating the solution that best fits their needs. Dun & Bradstreet leveraged the power of humancentered design and design thinking methods through a cross-fucntional design sprint to develop a strong, self service tool with the customer at the center of the solution. Hear from Kathleen Antinello, Dun & Bradstreet’s Head of Customer Service & Technical Support, about how an organization with a 150+ year history has sought to reinvent service experience delivery.