Customer Experience and User Experience
This lecture provides participants with the opportunity to understand what User Experience truly represents, how to obtain customer feedback, and how to select and utilize appropriate feedback. The lecture offers a concise approach to researching the existing user experience and creating new, improved experiences in line with the desires and needs of users.
- What does User Experience truly represent?
- How to obtain customer feedback and measure user experience?
- How to select appropriate feedback?
- Critical analysis of received input
- Creating habits in internal teams to change the user experience based on
- received input
- The phenomenon of “Extreme Users”
- Matrix for selecting priority inputs from the user experience
Milovan Dekić
Milovan Dekić was the world’s first user experience researcher dedicated to the massively popular football game Top Eleven Manager. He is one of the pioneers in applying user experience research to mobile games in Southeastern Europe. Milovan is someone who guides us to better understand the users of our products and services, to clearly define their needs and how our product solves their problems.
He has summarized his many years of experience in the very relevant book “Design Thinking”, co-authored with Marko Jevtić.
Added Value Approach (AVA) in Sales and Marketing
Implementing an Added Value Approach (AVA) is a crucial step in improving sales and marketing strategies in companies. In this lecture, we will explore how sales and marketing team members can recognize and highlight the added value of products and services, instead of focusing solely on their basic features. Given the dynamic nature of the market, increased competition, and changes in demand, it is important that sales processes align with new trends and customer needs.
Shifting Focus from Selling Products to Selling Value
Inspiration for Changing the Sales Approach
Structure of the Change Process
- Dušan Basalo
Dušan Basalo is the founder and CEO of Talks and Folks. Dušan served on the Board of Directors of the Serbian Managers’ Association for two terms (a total of six years) and is also the founder of the SAM Academy and its mentorship program. With over 18 years of experience as a trainer and coach, Dušan is certified in various methodologies that he applies in his work. These include Persona Global methodology (San Francisco), SHL psychometric tools (London), coaching skills (Erickson College Vancouver), and NLP training (IN-NLP Hamburg).
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