In order for organisations to truly become experience-centric, it is critical for IT to shift its role as well. IT has impact on all aspects of how an organisation operates, and this in turn has direct impact on how well the business can deliver value to itself and to customers. Customer and staff experience are at the heart of this shift, as experience is often the only differentiator in an increasingly commodified product and service environment. We’ll explore what an experience-enabling IT function looks like, within shaping experience strategy down to supporting and maintaining the experience-led environment of today. This is a critical (and often-overlooked) part of any organisation becoming, and staying, experience-led.

1. Reimagining enterprise IT:
Shifting from technology provider
to experience enabler
Experience Strategy 2014
Janna DeVylder
@jdevylder

4. impact the work experience

5. Really?
That’s what
I’ll be doing?
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7. the experience goals

8. strategic
partnership &
leadership
transactional
‘order taking’

9. impact & value ledtechnology-led

10. preventative
& proactive
reactive

11. technology fades into
the fabric of work
technology is
obvious & in
the way

12. flexible & responsive
frozen,
hard to shift,
held back by itself

13. matching or surpassing
personal technology
experiences
“behind the times”

14. the contexts of IT

19. impactful lessons

20. create an aspirational view,
with a focus on impact,
NOT solution

25. identify the time horizon

26. design the path

30. remember dynamics

31. model
cross-functional
collaboration

33. thank you!
Experience Strategy 2014
Janna DeVylder
@jdevylder