When
June 22nd
1:00PM - 5:00PM

Where
Manulife
200 Bloor Street East (Yonge and Bloor),
Room Holmes BC Toronto,
Ontario M4W 1E5
(please enter through St. Paul’s entrance & check-in at the security rotunda).

Cost
$0.00

Are you (like so many Customer Experience professionals) interested in learning more about Design Thinking and Human-Centred Design? If so, this exciting 2-Part Series has been developed with you in mind. These sessions follow-up on our "Customer Journey Mapping Workshop" held over the winter.

Part 1 is an Introduction to Design Thinking and Part 2 is a Field Trip to Communitech in Kitchener-Waterloo (the largest innovation lab outside Silicon Valley).
Note: If you can only attend one event, be assured that you'll still get a lot of valuable insights.

About Part 1: Intro to Human-Centred Design Day:
Manulife's Jake Deutsch and Natasha Renaud will give us a Design Thinking Crash Course, and Showcase a CX Challenge
The event is open to CX professionals and the training is free. There is limited seating for this high energy event. Don't miss out, register today!

• The Crash Course: A hands-on, collaborative way to learn about design thinking. Participants will gain comfort with empathy work, user-centric approaches to research and development, and rapid prototyping. All who attend are expected to actively engage with the process -- doing is the best form of learning. 
• The Showcase: To change their culture to one of customer obsession, Manulife realized that to design compelling customer experiences, they needed to disrupt the way employees were thinking and working. From an organizational standpoint, they needed a structured approach to creating, delivering and continuously improving experiences that delighted their customers and drove business impact. So, their Global Chief Marketing Officer challenged  three Divisional CMOs to create teams to solve a business problem in 90-day using a human-centred approach while developing a CX Playbook. Natasha will be discussing the 90-Day Challenge and its learnings as well as showcase the CX Playbook that has emerged from this initiative.
• Socializing and networking: 5- 7:30 at the nearby Firkin pub. 

Save the Date for Part 2: Save all day September 13th for our Communitech K-W Field Trip). We're thrilled to have Jan Kelley's VP of Customer Innovation, Shannon Ballard helping lead the charge for this event. Stay tuned for more details...


Speakers

Jake Deutsch is an Innovation Enablement Lead at the Lab of Forward Thinking (LOFT), Manulife/John Hancock’s innovation lab. Jake aims to make Manulife/John Hancock a more human-centered organization by teaching and practicing design thinking, lean startup, and user-centeredness across the company. Jake holds a Master of Business, Entrepreneurship, & Technology from the University of Waterloo and is currently working with customer support leaders at Manulife/John Hancock to make the support experience a more positive interaction point for customers.

Natasha Renaud is Manulife's Director of Global Marketing Strategy & Innovation. She has been in the marketing and communications field for over 20 years. Throughout her career she has worked for strong brands like Cirque du Soleil, Grand & Toy and Manulife where the customers’ journey is critical to the company’s bottom line and future success. In her current role, she supports the implementation of Manulife’s Global Customer Centricity strategy with the rollout of a Customer Experience playbook focused on human-centred design, CX education for employees at every level and collaboration across CX practitioners within the organization.

Thank you to our 2017 Global Platinum Sponsors