November 11, 2021
11:45
Experience-centric organizations
Jaakko Tammela
Right now, a new experience era is burning, pushing companies to go beyond the CX philosophy and organize the whole business around the delivery of exceptional experiences. These experiences must respond to customers’ new, often unmet and frequently changing needs and enable them to achieve their desired outcomes. Those are the experience-centric organizations. A quick talk, based on Dasa’s case, will be presented key strategic elements and the main milestones to put the experience into the heart of the company’s strategy.
Jaakko Tammela
Service Designer - Organization of Organizations
(They - Them)
Jaakko is the CX Strategy & Design Director at Dasa, the largest integrated health network in LATAM, and for the last 20 years, have been working alongside Fortune 500 companies reshaping cultures, products, and services, improving the lives of more than 100 million people. Previously that, he was the Group Director (Head) of Fjord (Accenture's global design and innovation team) Brazil, also leading the design practice for connected products and spaces in LATAM and the Brazil Design Lead at Accenture Strategy & Consulting. With a bachelor’s in Industrial Design, an MBA in Marketing, and one in Creative Leadership, he was honored with more than 40 Design Awards and is often invited as a jury and/or curator, for awards such as Cannes Lions, Brazilian Design Biennial among others.
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