Peter Merholz – Upgrade Your Mandate
User experience practice focuses on interactive screen-based experiences, typically the Web and increasingly mobile. However, the bulk of our customers’ lives are away from these screens. As businesses try to embrace the totality of a customer’s experience, crossing channels and coordinating touchpoints, they run up against the limits of their organizational structures and processes. In this talk, Peter will reveal the symptoms of a broken organization, and offer measures you can take to make your business truly customer-centered.
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Peter Merholz is a founding partner, board member, and president of Adaptive Path for more than seven years. At Adaptive Path, Peter began with a focus on information architecture, and over time expanded his knowledge to include product strategy, user research, and practice development.
Peter is an internationally recognized thought leader on user experience. His blogs and his essays for Adaptive Path demonstrate his foresight on issues of information architecture, organizational change, and product strategy. Peter’s thought leadership is perhaps most dubiously demonstrated in his coining of the term “blog” in 1999 when it was a nascent genre. He’s the co-author of Subject to Change: Creating Great Products and Services for an Uncertain World and regularly contributes to Harvard Business Review online.