Diana Sonis is a passionate believer in holistic 360 strategy and design, with extensive expertise in UX and CX design, service design, and design thinking. Lis Hubert is an acclaimed design and strategy thought leader, writer, and speaker with extensive experience in digital strategy, customer experience, information architecture, and design. Together, they founded CX by Design, a human-centered design company that helps businesses design people-centric products, services, and organizational systems in order to create exceptional customer experiences.  Listen to learn about: Customer experience design Near- versus long-term strategy Helping organizations make design thinking part of their internal processes What exactly is innovation? Systemic innovation Designing for customer intent  Our Guests: Diana Sonis Diana is a passionate believer in holistic, 360 strategy and design, with extensive expertise in UX Design, CX Design, Service Design, and the Design Thinking methodology.  As founding partner of CX by Design, Diana’s mission is to identify nuggets of opportunity within an organization, reorient its existing systems and structures to improve the human experience, help others extend their thinking, and drive material business advantage.  Having designed, built, and successfully sold several companies, Diana works to help businesses shape abstract concepts into concrete online and offline experiences that respond to the needs and motivations of real people.  When she’s not solving strategic challenges, Diana can be found in pursuit of good coffee everywhere. Lis Hubert Lis is an acclaimed design and strategy thought leader, writer, and speaker with extensive expertise in Digital Strategy, Customer Experience, Information Architecture, and Design Thinking.  As founding partner of CX by Design, she has made it her mission to help companies meet their strategic goals. She does so by making the invisible visible through research, making the complex simple through her unique perspective, and bringing understanding and meaning through expert facilitation.  With over a decade of designing successful products and strategies for clients of all sizes, her passion lies in helping her partners think holistically about driving, and enacting, real change. Lis helps businesses not only increase their bottom line, but also their longevity through customer loyalty. When not tackling complex strategic problems, you can find Lis traveling the world enjoying the human experience to the fullest.    Show Highlights [01:18] Diana and Lis talk about their paths into design and customer experience. [07:04] How Lis and Diana approach systems design. [08:11] The three components of a business ecosystem. [09:03] Gauging the health of the business based on the components. [11:27] Lis’ and Diana’s business backgrounds and how it’s helpful for the work they do now. [12:37] Near-term strategy versus long-term strategy. [13:40] Strategy is no good without a roadmap and a process. [16:25] Working backwards from the goal to create the map to get there. [18:38] Why CX by Design starts their weekly client meetings with a few minutes of non-work-related chat. [20:58] Helping clients see the potential of design thinking as a problem-solving method. [24:32] Getting an entire organization to shift into thinking like a designer. [26:47] Creating a culture of innovation. [27:39] CX by Design’s “sweet spot.” [28:24] What is innovation? [29:26] The importance of language in an organization’s innovation culture. [31:56] The concept of systemic innovation. [33:40] Design for customer intent. [35:32] Looking for ways customer intent and a business’ core values interconnect. [36:08] Diana and Lis use the company Patagonia as an example. [38:48] How CX by Design uses information architecture tools in their work. [43:43] Books Lis and Diana recommend that have influenced their work.   Links Diana on LinkedIn Diana on Twitter Diana on Medium Diana’s website Diana’s article