Why begin this journey?
Back in 2003, the visionary Carsten Schloter, CEO of Swisscom at the time, had a brilliant hunch. He knew that as a technology provider, it will become important (and, indeed, essential) to differentiate the company by providing relevant customer experiences, instead of delivering just more MB/s.
This raised a tough question: how is it possible to shift a technology-driven internal culture towards a more customer-centered one? He sent Christina Taylor to Silicon Valley to find answers.
Five years later, Christina came back to Switzerland to start the transformation journey with a small team. This was the beginning of the Swisscom Human Centered Design story.
(If you are new to the term Human Centered Design, we recommend you first read our blog article about Human Centered Design)