March 18 - 20, 2019 | The Roosevelt, A Waldorf Astoria Hotel, New Orleans, LA

Chris O’Connor


Head of Continuous Improvement
Mass Mutual


2:00 PM Outside in: problem solving from the customer perspective

• Tools and techniques to help teams walk in their customers’ shoes
• Design thinking exercises to create “empathy”
• Walking the end to end customer experience
• Forensic mapping
• Experimentation and iteration


Check out the incredible speaker line-up to see who will be joining Chris.

Download The Latest Agenda