Membership Brainstorm on Designing, Measuring, and Mastering an Effortless Experience

A Membership Brainstorm – an 80% Interactive Format. Brainstorm sessions zero in on a a key area of focus within a Council Critical Issue. Members engage in spontaneous group discussion to generate ideas and problem-solve about shared challenges.

Topic: Designing, Measuring, and Mastering an Effortless Experience

Moderator:
Miguel Murillo
Associate Director, Global Customer Service
Avanos

Abstract:
Join your fellow Council members for an interactive brainstorming session exploring what it really takes to create an effortless customer experience. As a group, we’ll explore where friction actually exists across the customer journey, how leading organizations uncover it, and which metrics reveal whether improvements are truly making life easier for customers. Through peer discussion and shared experiences, we’ll identify practical approaches for designing experiences that feel intuitive while balancing operational realities.

Key Brainstorm Challenges:

• How do we identify friction before our customers tell us it’s there?
• Which metrics predict an effortless experience, and which simply measure activity?
• How can we design digital and human experiences that work together instead of creating new complexity?