Here is Stacie Herring's presentation from America's Customer Festival 2014 on infusing customer experience in product development.
Stacie's presentation forces you to think outside the box. The old business centric design ways are too old school and doesn't help with advancements. According to Herring, there's a new human centric design for those that want to win. It's giving a human objective as opposed to a business objective.
Through an empathy research and participatory design, subjects were asked questions like how they felt about money, how do they go about shoppping for a new account, and what would be WOW? This is a great way to learn about the customer and focus on what the customer wants out of their experiences.
Main focus points of the presentation:
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Are we building the right things?
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Business Objective vs Human Objective
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Empathy research and participatory design
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Design thinking
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From project to product management and how it enables continuous improvement
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Agile MVP vs Buffet Style Scope
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How innovation is a habit, formed over time