“For the fifth time, Intersection conference brings together thinkers, doers and leaders in Enterprise Design. This year we will meet at the Theater Royal in Prague. Our theme is Scaling Ambitious Endeavours, and we will exchange on current thinking, practical approaches, real-life cases and useful tools. 6 years after publishing our book Intersection introducing the Enterprise Design Framework and idea, we are witnessing the emergence of a global and diverse community of practitioners. We are Enterprise and Business Architects, Service and Experience Designers, Brand and Culture Strategists, Systems and Design Thinkers, Transformation Consultants and Business Analysts. To be successful, we need to design the enterprises that shape our societies and economies, and spark innovation and transformation at scale.”

Our speaker:

@@@ Rob van der Haar (principal consultant)

Collaboration Model for a Customer Experience Driven Enterprise

“Many, if not all, enterprise organizations are in a digital and agile transformation. Transformations that should lead to better digital services and faster delivery of customer value and therefore offer ample opportunity to design excellence customer experiences. In reality however these transformations are driven from a technology or operational excellence perspective and the organization consultants leading the change often have a blind spot when it comes the role and implementation of design. The result is that different design activities within the organization remain unaligned, that designers are not sufficiently integrated nor in control of the design process and that design management loses grip on the quality of the customer experience. In the first part of his presentation Rob will give a number of examples how an organization can be made customer centric and design driven by ‘hacking’ an ongoing agile transformation. In the second part Rob will introduce an new type of transformation enterprises should be in if they want to remain relevant in the future: the experience transformation.”


Susanne van Mulken participates in this conference.

For more information on this event: Intersection18 Conference.