Bringing customer experiences to life in any type of organization is not an easy task, but in established organizations two challenges often occur: overcoming the inertia of status quo, and the organizational structure itself. Departments and channels are typically created to optimize within their own silo, not across the organization. And each department develops its own norms and expectations for what Experience means within their touchpoint, resulting in inconsistencies in the overall experience. In his session T.S. Balaji, VP of Experience Design will share how Cox Communications utilized design and insights to identify experience priorities & sequence for yearly investments that address user needs across the residential and commercial businesses. The discussions would entail the overall framework of the program, with insights into the operationalization of the program and how we drive outcomes that drive experience and business benefits through the program.