Human Centered Design
Strategy

Webinar Series: #1 Design Thinking in the Real World—Conversations with Changemakers

By Lisa Helminiak

January 26, 2018

How Human-Centered Design is Transforming Our Organization—Laurie Englert, Vice President of Customer Experience at Legrand

Webinar Date: February 15, 2018: 10:30 am (CST)

In this first installment of our series, Design Thinking in the Real World: Conversations with Changemakers, we’ll be talking with Laurie Englert of Legrand. Laurie has 25 years of experience working in advertising and marketing and has always looked for ways to better serve her customers. Fifteen of those years were spent focused on building powerful, passionate teams. For the last four, she has worked diligently to build cross-functional teams that are dedicated to elevating customer experience. These teams include Customer Marketing and Engagement, Customer Insights and Operations, Customer Care, Customer Intelligence.

Laurie works in the fast-changing world of audio video infrastructure and power. Under her guidance over the last 14 years, the Milestone AV brand and customer experience has thrived through rapid growth and a dizzying array of acquisitions and consolidation of infrastructure, processes and teams. She most recently led her team with humor and grace through the Milestone AV acquisition by Legrand, a global specialist in electrical and digital building infrastructure.

Through all of this rapid change and growth, Laurie has been committed to finding ways to continue to improve the engagement of her teams to better serve customers. One of her favorite tools is Design Thinking. Laurie passionately believes “Empathy is Everything!” During this conversation, we’ll learn why and also talk with Laurie about:

  • How she discovered Design Thinking and why she thought it might be a useful framework
  • How she rolled out Design Thinking in her organization
  • How she uses Design Thinking now versus when she started
  • How her organization measures the impact of Design Thinking and other human-centered design practices
  • When Design Thinking isn’t the right tool and other stories about failure
  • Advice for others trying to implement Design Thinking

Join us for a candid discussion with Laurie.


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