Engineering Customer Experiences with Michelle Spaul

On this episode of Experience by Design, we welcome Michelle Spaul to the studios. Michelle will tell you about how her varied interests drive her work. Coupled with her background in manufacturing systems engineering, she is well suited to capture a holistic understanding of what makes for a good customer experience. We talk about her start at Phillips, and her work with Rolls-Royce. We also talk about how listening to customers is vital to understanding how to improve experiences. She explains how there are listening outposts everywhere, if we only want to listen! And when we listen to feedback, we can't get defensive about it.