SXSW 2020

CX is Dead: Long Live Human Experience


“Customer experience” has been the resounding battle cry among marketers for several years. However, we don’t wake up as customers in a journey map. We wake up as humans. For brands to evolve with their customers and authentically connect, they must leverage technology and analytics to elevate the human experience.

In this session, Amelia, along with a leading brand marketer, will discuss how companies can measure fundamental human values across their customer, partner and workforce ecosystems and – in doing so – make more informed decisions that impact business growth. She will present Deloitte Digital research and two tools, the HX Quotient and the Values Compass, to show how businesses can form deeper connections with consumers and foster greater brand loyalty.

Other Resources / Information


  1. How to accurately measure human values in a way that allows businesses to make informed decisions that impact growth
  2. Why companies with close alignment to the values of their customers, workforce and partners grow faster (2x revenue) and build stronger loyalty
  3. How organizations can begin to implement changes to their processes that allow them to activate on human values


  • Amelia Dunlop, US Head of Customer Strategy and Applied Design, Deloitte Digital


Julia Shapiro, Account Executive, Allison+Partners

Meta Information:

  • Event: SXSW
  • Format: Presentation
  • Track: Advertising & Brand Experience
  • Track 2
  • Level: Intermediate

Add Comments

comments powered by Disqus

SXSW reserves the right to restrict access to or availability of comments related to PanelPicker proposals that it considers objectionable.