Pre-Summit Workshops

Workshop A

This interactive workshop is the perfect introduction on immersing yourself into a customerfocused, design-thinking process. In this session, you will participate in a corporate role play exercise that will take you through the steps of design-thinking. Start by gaining empathy through customer interviews, defining the problems, ideating possible solutions, and validating them with your users through rapid prototyping.

What Will You Learn?
  • Design thinking as a problem-solving methodology
  • Customer empathy, creative confidence and critical thinking
  • Design-thinking influenced interview techniques and best practices



Chief Design Officer & Design Thinking Facilitator

Workshop B


Nicolas Payen, Founder, Future Economy Studio
Customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship. The Internet of Things (IoT) is described in the industrial world as the 4th industrial revolution. How will IoT change the interactions between men and machines thereby revolutionising CX? Explore how you can tap into the opportunities of IoT to better serve, engage and delight your customers.

What Will You Learn?
  • Understanding what is IoT and its potential benefits and implications in terms of value creation
  • Discover IoT in its multiple forms
  • Outlining the areas of challenges and opportunities to tap on in your organisation
  • Mapping customer journeys and defining CX
  • Mapping your IoT pilot project: How can you apply IoT in your organisation successfully?
  • Successful case studies on IoT applications that has shaped and revolutionise CX
  • Aligning your future business strategy, directions and CX goals with IoT


Nicolas Payen

Future Economy Studio