Hilton London Syon Park (London, United Kingdom). Using Design Thinking To Embed A Culture of Customer-Centricity. The evolution of technology in the past 10 years created a new ecosystem that enriched our ability to connect with the most important people in our life. This reframed the perception of our daily human-device interaction that is becoming every day more personal and intimate and reprioritized our priorities and expectations as a customer.

In this new landscape, a new approach is required to create and deliver relevant customer’s value and design thinking possesses the “ability” necessary to succeed.

In this keynote, we will initially explore how the customer’s mindset and expectations are changed and what are the implications of this new paradigm on the design and development process. We will then illustrate how design thinking can help to maximize the value generation and how to use the design mindset to deliver relevant experiences to the customers. In the last part, we will introduce some new design tools to approach the development of product and service journey from a new perspective.