SPEAKER

C. Todd Lombardo is a product leader and design strategist with 15+ years of experience in the tech industry. Specializing in helping teams build, launch, and scale products, he teaches at IE Business School and Hult International Business School. Todd is a co-author of three O'Reilly bestsellers: Design Sprint, Product Roadmaps Relaunched, and Product Research Rules. He is currently working on a fourth book, Delightful Intelligence.

DESCRIPTION

The AI tidal wave is crashing on us. How will companies use it to deliver a delightful experience? Delighting customers is a phrase that’s often subjective. Ask five people and you’ll get six different answers. This talk will share why customer delight is important, the patterns we have observed that enable delight to happen, and real-world stories of how teams have employed AI to deliver a delightful product experience.

The audience will take away:

- A framework for identifying levels of delight

- Underlying cultural aspects that enable delightful experiences to occur

- The role artificial intelligence plays in shaping customer experience