Summary
The ultimate user experience is the one that's invisible—it's unexplained magic—like a gift without a special occasion. When the magic lasts, retained in the heart, beyond the memory of who created them, that's a true legacy. As we know, lasting experiences are few and far between. This keynote will share the UX journey of Citrix—through the successes, failures and stories of the company's former CEO. This session will wrap up our conference with the goal of expanding your insights and sparking inspiration as you take away the professional value and fun of Enterprise UX 2017.
Key Insights
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Design thinking is more about reframing problems than just aesthetics or craft.
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Embedding design into company DNA requires years and leadership commitment.
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Legacy is best viewed as ongoing gifts of insight and connection, not just a final monument.
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Citrix’s purpose was to enable people to live and work better through flexible work.
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Consumer tech, especially post-PC devices, reshaped enterprise UX expectations profoundly.
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Customer experience (CX) is the next frontier beyond UX and requires new tools and measurement.
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A crowd-sourced culture of pride, fueled by empathy for customers and employees, sustains companies.
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Leadership balance involves trusting your team for answers and knowing where you hold final decision rights.
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Role models from outside tech, like musicians, can profoundly inspire product and company culture.
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Strategic initiatives succeed better with bottom-up engagement rather than top-down mandates.
Notable Quotes
"If you focused on making an impact you could actually make money."
"Legacy is a gift of insight, leadership, and experience that lasts beyond who gave it."
"We believe in being a rock band, not rock stars – we’re a team working for the experience, not ourselves."
"The future workplace was imagined as virtual long before mobile, with seamless device transitions and collaboration."
"UX went from a competitive differentiator to table stakes—today it’s all about CX holistically."
"Every employee has a customer, whether internal colleagues, partners, or end-users."
"Culture plus empathy equals pride – and pride fuels growth and shareholder value."
"Design thinking uncovers problems customers don’t even know they have yet."
"The balance between humility and decisiveness is knowing the five things you’re the final word on, and empowering your team on the rest."
"You don’t dress for the job you have, you dress for the job you want."
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