Introduction

70% of digital transformation initiatives don’t achieve their goal. Although a lot can go wrong at any point in a transformation project, we regularly see a misalignment between two dimensions:

1. Transformation projects are increasingly impacted by often overlooked aspects like

   GDPR, security, privacy and compliance. If a team isn’t ready to deal with factors such as these, a well-scoped and well-defined agile project might rapidly turn into a cumbersome waterfall nightmare. So it’s key that the project team and approach are up to the challenge.

2. Customer Experience is a key success factor for creating value for your customers - but focusing solely on Customer Experience isn’t enough. It’s crucial to get full commitment from leadership so they’re willing to invest in the project, and to consciously involve your people whose buy-in is essential to make the experience happen. Striking the right balance between Customer Experience, Leadership Experience and Employee Experience is the recipe for success.

Julien and Johan will shed light on how to solve the misalignment between these two dimensions, illustrated by best practices and examples.

Biography

Johan is a seasoned UX devotee, service designer, coach and design thinker with more than two decades of experience in usability and experience design. Since 1997 he has created the user experience for hundreds of advanced digital products and services.

For the past two years Johan has been part of PwC Experience Consulting, a role in which he coaches the team and supervises projects in a wide range of industries and domains. His focus is on delivering superlative experiences, aligned with business ambitions and objectives, and leveraged by the right technologies to make it all happen. This is the essence of our ‘BXT’ philosophy of innovation, in which the dimensions business, experience and technology are perfectly aligned.

Johan is a fan of the three Ms: motorbiking, martial arts and music, in no particular order.