Digital Innovation Lab: CX Masterclass

A presentation at 2016 Digital Marketing World Forum New York in in New York, NY, USA by Markus Grupp

A curious format: part keynote, part workshop & part panel discussion.

This “Customer Experience Masterclass” started with my keynote on designing great digital and in-person customer experiences, followed with an hour-long experience mapping workshop (with participants seated in auditorium-style seating, nonetheless) before finishing with a panel discussion.

The masterclass was rated one of the highlights of the DMWF 2016, thanks to the highly engaged audience, active participation and insightful panelists:

Jessica Randazza, Head of Marketing - Early Life Nutrition US, Danone Kibi Anderson, Head of Digital Strategy and Business Development, Bloomberg Christian Watts, CEO, City Sightseeing San Francisco Markus Grupp, Director, Digital Customer Experience, Indigo Books & Music Ltd. Elliott Bell, Senior Director, Brand and Marketing, The Muse

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