Florian Gäng
Florian grew up in a small town in southern Germanys blackforest area known for luxury kitchens, high tech cars and grim fairy tales.
He has 20+ years’ experience in helping companies change into customer-obsessed organizations by building new capabilities and culture.
It`s his passion to create digital products & services desirable for people to use, feasible to build and viable for businesses to bring to a market.
At Bayer Florian is responsible for equipping the organization with the right tools, collaboration models and mindset to drive business outcomes through a strong customer focus.
He holds a diploma in psychology and information engineering and researched conversational interfaces at the Fraunhofer Institute of Labor Economics and Organization
Before joining Bayer, he held executive roles in CX & innovation consulting consultancies and worked as a freelance UX researcher for start-ups.
Florian Gäng
Director, CX & Service Design
Bayer
Thursday 23 May
Empathy – A Skill at the Heart of the Bayer CX Transformation Program
This talk is for you if you are involved in transforming your organization towards more customer-centricity.
Florian will share learnings and good practices from equipping Bayer with methods and systems for experience-led growth.
While HCPs and patients become increasingly harder to reach, engage with and satisfy, many brand organizations are challenged to develop new approaches and master new skills faster than ever.
In his talk Florian will discuss why empathy is at the core of this skillset and how the Bayer VoC program, Design Principles and Experience Journey approach apply empathy to co-create customer- and business value.
- Learnings from Bayer`s CX Transformation
- The Bayer CX Measurement Program
- CX Transformation = People Transformation
Florian Gäng
Director, CX & Service Design
Bayer
