Experience by Design. Mark Gunn Senior Director, Customer Experience Design. Re-invent our customers’ experience,. in all their interactions with us. Why?. Designing a great customer experience. Why is this even hard?. Comfort Other priorities Tried before
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Senior Director, Customer Experience Design
in all their interactions with us.
Why is this even hard?
We ignore CX at our peril!
American Bridge, Fluor…
and Shanghai Zhenhua Heavy Industries
Support design of customer experience
Guide and sustain over multiple years
Coordinate and communicate across
Imagine, Design, and Create
A Better WorldA CX Framework for Action
for the long run
“Our customers have a
loyal connection with Autodesk,
seeing us as both an integral tool maker
and a trusted business partner.”
You will find it easy and pleasant to do business with us, anywhere in the world.
We will make it easy to find the information and tools you need to evaluate, trial, and purchase the right Autodesk products for your needs.
We will make it possible to purchase, take delivery, and begin working with our products in the way that best meets your needs.
We will provide the tools and support you need to successfully install, register, and begin using your Autodesk product, at no additional charge. Once you are up and running, you will be able to choose from a range of support and learning options, including for-fee technical support.
Our customer service teams will be available globally, to support your business needs at every stage of your career, and in every interaction with us.
What Autodesk will achieve as a company
The customer experience we will achieve
What the customer can expect of us
How we will deliver our customer experience
Supporting capabilities required to deliver on this Customer Experience
Research: Journey Mapping
A customer journey looks at things entirely from the customers' point of view: their actions, goals, questions, and barriers over time.
Harvard Business Review
1. Shorten form to only fields needed to provide the trial download; request additional information as needed
Proposed Owner: Field Marketing
2. Use data captured here to create the customer's My Autodesk Account (or match to existing account)
Proposed Owner: EIS
Establish Design Principles
Autodesk is using an approach from the Patty Seybold Group