A special thanks to Tom Dewitt from Michigan State University (Broad College of Business) and FTP Education for the opportunity to speak and engage with the CX Global Summit 2024 community.
At the CX Global Summit 2024, Doodle Design had the privilege of sharing how Design Thinking empowers Customer Experience (CX) professionals to turn challenges into opportunities. With some 300 industry leaders in attendance, the session focused on practical mindset and skillset shifts that enable organizations to create meaningful, human-centered CX innovations. Here’s a glimpse into what we covered:
Why Design Thinking Matters for CX
Customer expectations are evolving faster than ever. In a world of constant disruption, CX professionals must embrace adaptability, empathy, and creativity. Design Thinking provides a structured yet flexible framework to meet these challenges by focusing on:
- Solving the right problems through a deep understanding of customer needs.
- Co-creating solutions with customers and stakeholders to ensure alignment with real-world contexts.
- Iterating quickly to test and refine ideas, saving time and resources while driving results.
Case Studies of Impact
During the session, we shared success stories that illustrated how Design Thinking has transformed CX for organizations:
- Automotive: Reimagining Automotive & Mobility: Driving Customer-Centric Change showcases how we helped redefine customer experiences in the automotive sector.
- Finance: Techcombank scaled a culture of innovation by training thousands of employees in Design Thinking methods, transforming their approach to CX.
- Technology: SmartPay redesigned its merchant app through Design Sprints, leading to significantly higher user satisfaction and adoption rates.
These examples demonstrate the power of Design Thinking to solve the right problems for the right people—with measurable impact.
Key Takeaways for CX Professionals
Design Thinking equips CX leaders to:
- Solve the right problems with the right solutions for the right people.
- Engage customers early and often in the design process to co-create impactful solutions.
- Scale a culture of innovation across teams and organizations, fostering collaboration and creativity.
Want to Try This with Your Team?
How might you integrate Design Thinking into your CX initiatives? Let’s explore how Doodle Design can support your journey toward human-centered innovation. Reach out at chris@doodledesign.co—we’d love to hear your thoughts or collaborate on future projects.
For a deeper dive, check out my interview about CX Global Summit 2024, Vietnam.
