Inside Out Experience Design: Break the Rules of Customer Centricity and Succeed!

This FREE webinar was recorded on:
Tuesday, October 11, 2011,
12:00 PM - 1:00 PM ET

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Tags: misi

Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy?

Instead of following the traditional "marketing" approach - where customer insights and branding are used as the launch platform for redefining an organization’s customer experience - learn how one customer-centric organization significantly improved customer satisfaction, loyalty, and the bottom line, by taking a unique “inside out” approach to customer experience design.

In this webinar, learn how to implement a successful customer experience strategy by creating a customer-centric culture within your organization, which has been proven to produce immediate and measurable results.


  • What customer centricity should look like on the inside of an organization - and from the customers’ point of view
  • Strategies for creating a customer-centric culture within your organization
  • The pitfalls of not approaching customer centricity from the inside out
  • Key steps to implementing and sustaining a culture of customer centricity within your organization


For additional learning resources on Customer Experience download the 'Customer Centricity Begins At Home' whitepaper:


Jerilyn MacLaren-Hall

Jerilyn MacLaren-Hall
Experience Design Strategist

A passionate disciple of all things Experience Design, Jerilyn has been working for over a decade with clients such as the Prostate Cancer Foundation, Merck, Web MD, AT&T, NFL, and Best Buy, to design engaging and valuable experiences tailored to the specific needs and goals of each audience.  Although she started out focusing on the communications industry at Accenture as the lead of their North American Communications and High Tech User Experience Labs, her work with MISI has taken her deep into the experiences of audiences in all industries, deconstructing broad reaching interactions such as the end-to-end patient experience, the role of collaboration in the workplace, and the emotional connections people develop with technology.

Linda Moore

Linda Moore
Executive Director
Morris Museum

Linda Moore is the Executive Director of the Morris Museum, a dynamic cultural center whose mission is to connect people to the arts and sciences in a welcoming and inclusive environment.  Linda believes that this is an exciting and transformative time for  museums that are seeking to increase, deepen, and diversify the experiences of their visitors in innovative ways.  A museum professional with more than 15 years experience, Linda is committed to creating memorable cultural experiences that will excite and inspire children, families and adults.

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