The CX Live! Episode 64: Designing Customer Experiences to Expand Your Program's Impact with Steve Deitz and Susie Tobin

In this episode, Steve Deitz, CEO & Founder and Susie Tobin, Customer Engagement Advisor, both of 900lbs, share unique ways to design memorable and customized experiences that enhance the customer and employee experience.  From building in mechanisms to track metrics to utilizing ‘Practical Applications’,  Steve and Susie showcase specific examples of how to expand the value of our programs. 

Highlights: 

• The importance of ‘Customer Experience” - both Program Excellence and Center Design
• Key elements to consider when creating an experience that tells your corporate story - How to Customize, Scale, and Maintain the Experience  
• Incorporate gathering metrics that your management cares about while building an Experience - Platforms such as Adobe Analytics and Unity Analytics 
• New Trend - the development of “Practical Applications” with Briefing Program and other stakeholders’ use cases in mind (Royal Caribbean Safety Command Center example) 
• How to effectively leverage the Briefing Program Customer Experiences for the Employee Experience 
• Recommendations for “Breaking the Script” when designing memorable experiences 

Episode Resources: 

• “Power of Moments: Why Certain Experiences Have Extraordinary Impact” by Chip Heath & Dan Heath
• “Tiffanys NYC Flagship Store Shining Brighter Than Ever” 

Guest Thought Leaders: 

Steve Deitz
CEO & Founder, 900lbs 

In 2009, Steve founded 900lbs, a Dallas-based experience design agency. He leads a talented team (also known as a design and development Special Forces Unit) specializing in interactive customer engagement, technical software development and high-impact visual content to showcase the art of the possible.  

With an arsenal of cutting-edge tools, 900lbs brings complex ideas to life driving business results for customers such as: Amazon Web Services, NTT Data, Bell Flight, Royal Caribbean, Textron Systems, Volvo, PepsiCo, Dallas Cowboys, Hewlett Packard Enterprise, and Shell Oil.

Steve is a 2000 graduate in Design Communications from Texas Tech. He was a 2018 honoree of Dallas Business Journal’s 40 under 40 and Dallas Innovates Future 50 in 2023.   Steve is happily married and lives in Plano, Texas. He enjoys the outdoors, traveling, technology, drawing, camping, and Da Bears!

Susie Tobin
Customer Engagement Advisor, 900lbs

Susie brings her passion for unique and extraordinary experiences along with her knowledge of the corporate world to support all aspects of the go to market and growth strategy. Susie spent a number of years in the IT industry always with the customer top of mind. Her global experience included leading teams in building and managing briefing programs and events. She thrives when creating and developing memorable customer experiences.

A graduate of the University of Oklahoma, Susie lives in Frisco, TX with her most favorite miniature schnauzer, Poppy. She loves the outdoors, golfing, and spending time with friends and family.