DW
Sheila Anderson

Sheila Anderson

Principal PM manager
XC Customer-Driven
About

Sheila leads a team of people focused on lower barriers and creating the conditions necessary for E+D to become truly customer-driven. This includes scaled access to customers, building out individual skills and organizational capabilities, and leadership engagement. In her current role, Sheila regularly draws on the insights about ways of working at Microsoft and empathy for the challenges employees face that she has gained from nearly two decades championing customer needs and taking a multi-disciplinary approach to improving CX across a range of products and customer segments.

Speaker's Sessions

How Designers can Accelerate Customer-Driven Culture Change

User researchUser research
Overview

How can Designers Accelerate a Customer-Driven Culture? - Beyond talking to customers, what else drives a customer-driven culture? What do mature customer-driven teams look like? How can Design accelerate change? These are some of the questions that informed our E+D Customer-Driven Maturity Model. This research-based model spans 9 dimensions, each with their own blockers and accelerators. And to bring this model to life, we’ve also created a “how customer-driven is your org? quiz.” Respondents learn how their org scores overall (early, progressing, and advanced) and the area they scored the lowest which we frame as the biggest opportunity (customer voice, ways of working, leadership & values). In this session, we’ll share an overview of how we built the model, blockers/ accelerators for each area, and the ways we’ve used the quiz to educate E+D leaders.