Posts Tagged Risto Lähdesmäki

CX: Making the Business Case with Risto Lähdesmäki

CXDNow with Risto Ladsesmaki
The time for customer experience design is now! In this episode of our web series CXDNow, host Chris Heuer interviews Risto Lähdesmäki, CEO of Idean. Following up on our discussions with author Brian Solis, and IBM Journey Designer Product Manager Doug Foulds, and Tom Illmensee, Director of UX for Prezi we are now diving into making the business case, or rather selling CX to management, and clients.

In part 1 we talk about Risto Lähdesmäki’s journey from his roots as a designer through his first user research firm and how it evolved to become Idean, with offices now around the globe. His thinking and his agency has grown as the idea of UX and CX has evolved. He talks about how he has been fortunate to connect with so many clients who really ‘get it’, who innately understand the value of CX. He also shares some of the differences between Europe and the United States.

In part 2 we discuss some of the aspects of the value proposition, most especially the reduction of friction in the customer’s journey, and the competitive advantage of those who understand CX and embrace it and iterate on it. In this episode, hear why he believes that every dollar invested in UX/CX can return 10-100x and help them win back market share and earn the loyalty of their customers.

In part 3 we are joined by Rit Mishra, a Senior Design Director at Idean to work out loud by collaboratively discussing and working on the Empathy Map and Customer Journey for our new community movement, We Are the Solution. In this very informative segment, we layout a basic framework of how we look at the CX before, during and after, from both a backstage and front stage perspective. If you are trying to figure out how to start with CX, this is the segment you want to watch.

Finally in segment 4, we dive deeper into some Q&A, talk about the future and about other key pieces of advice for getting the most out of CX.

If you would like to be a part of the taping of the show live and join in our post interview conversation, you can join us next Wednesday November 4, 2015 at noon PST as we interview Dave Gray, author of GameStorming and all around smart+nice guy. In this interview, we will go deep into his practical advice from his many years of experience doing CX and UX for customers through the firm he founded XPlane, as well as

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


Risto Lähdesmäki Interview Part 1 of 4 – How did you get into UX?

Risto Lähdesmäki Interview Part 2 of 4 – Making the Business Case

Tom Illmensee Interview Part 3 of 4 – Putting CX to Work, #WeAreTheSolution

Risto Lähdesmäki Q&A – Part 4 of 4

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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#CXDNow – Making the Business Case with Risto Lähdesmäki from Idean

#CXDNow - Making the Business Case with the founder of Idean
In working to advance the field of Customer Experience Design, we have talked with author Brian SolisIBM Journey Designer Product Manager Doug Foulds, and Tom Illmensee, the Director of UX at Prezi. We’ve talked about what it is, why we need it, what challenges we face and even some practical aspects of how to really get started doing it. So now it is time to turn to that all important question of convincing leadership to invest. In our next live Blab on Wednesday October 21 at noon PST, we will be talking with Risto Lähdesmäki, CEO & Co-Founder of Idean about how to make the business case for CX Design.

Following the advice of Tom Illmensee from our last show, it’s always good to start with small things, to show some simple proof. But how do you really get an organization to realize the true value of CX Design? What is the business case to be made if your organization is run by managers who are more concerned with the bottom line then they are creating value for your customers? What are the best ways to overcome the atypical challenges of unfamiliarity, cost avoidance and the dreaded question of ROI?

If you are striving to make CX part of your career path or simply trying to figure out how to bring CX into your organization’s processes around customer engagement and marketing, you must join us to talk to Risto next Wednesday October 21, 2015 at noon PST. With 6 studios around the world and more then 150 professionals, Risto knows a thing or two about the value of  UX and CX which will contribute to your future success.

Risto Lähdesmäki – Bio
CEO & Co-Founder, Idean

Risto is an entrepreneur-spirited-jack-of-all-trades-creative-director. With a special talent for identifying business opportunities for his clients and is somewhat water-resistant to the phrase: “this is not possible”. With over ten years background in User Interface and User Experience design, he has been involved in hundreds of design projects and is shaping the future of branding through UX. Risto has led Idean’s rapid rate of growth across the US. Risto is an entrepreneur and designer at heart and has worked with start-ups as well as big enterprises his entire professional career. Risto was recently named PwC’s Most Valuable Entrepreneur 2015 at the Nordic Business Forum.

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo


For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

 

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