A customer's journey to a purchasing decision. Florian Vollmer, SVP Design of Info Retail, an Atlanta-based design and strategy firm, takes you on a journey of brand touchpoints. He will discuss the dramatic shift from selling products to offering services, and how rethinking experiences from a user's perspective results in sound purchasing decisions and long-term brand loyalty. He will combine practical examples and tools with insights about key innovations in the field of retail. In a time of ever-faster evolving innovations, Florian's objective is to show a pathway to creating memorable, relevant experiences.

Duration: 45 min + Q&A time
Speakers for this Topic: Florian Vollmer

This presentation focuses on the generating value with a well-integrated design practice. The value of long-term customer advocacy is clear to every business today – a forward looking design management approach creates a framework for long-term success. Florian will share key practice trends, as well as examples and hand-on tools for business professionals.

Duration: 40 min + Q&A time
Speakers for this Topic: Florian Vollmer

80% of US GDP is generated in services. Service Design offers methods and tools to design better user experiences and create long-term advocacy. This presentation covers the foundations of service design, methods and a journey through brand "touchpoints."

Duration: 35 min + Q&A time
Speakers for this Topic: Alisan Atvur, Florian Vollmer