Strategic Alignment by Design - Short Term Fire Fighting versus Unified Directional Leadership

Transformation isn't just a UX project, it's the whole company project. Donal O'Mahony, Global Head of Experience Design at IoT Saas company Verizon Connect, has been leading experience transformation in his organisation to create incremental experience improvements with his 70 person X team.
In his talk, Dónal will discuss:

• Directional CFT leadership alignment to help deliver multi-year digital transformation.
• 'That was a great service design workshop, now what do we do?!'
• Shared goals - unifying leadership around customer outcome OKRs.
• One vision - telling an evolving, multi-year customer outcome story every CFT believes in.