Designing a mobile-first CX strategy

Thursday 20th Aug 2020 @ 10:00 - 12:00

Zoom Meeting | UK

Adopting a mobile-first approach to design has become a critical path to success as customers are increasingly choosing to engage with organisations through their mobile devices. This session is an opportunity for you to better understand how you can optimise the experience of your mobile customers.

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What is a DLF event

The Digital Leadership Forum is a membership community of innovative digital leaders from world leading brands. Each month we host interactive knowledge-sharing sessions for our members where you can share experiences and gain fresh insights to drive your digital transformation strategies.

What happened at the event

In August 2020, members of the Digital Leadership Forum met over Zoom to discuss ‘Designing a mobile-first CX strategy’.

Representatives from leading organisations including Unilever, BT, AXA Investment Managers, Coutts, Sky, GSK, Royal London, Natwest, AXA PPP Healthcare, Eurodiet, Selesti and more gained the latest insights into how to respond to today’s growth in mobile app usage, by exploring how to develop a mobile-first strategy.

Here are some key takeaways:

  • Embed a mobile-CX strategy from day one and let it lead and shape your product ideation
  • If a customer’s first experience of digital is a positive one, they’re more likely to try digital again in the future
  • Test your ideas with the end users remotely
  • Inclusivity is key to remaining human centric during pandemic


Watch the full presentations below:



Emma Ledger

Digital Product Owner



Ashleigh Calderwood

Digital Design Manager



Sandra Mileikyte

UX Director



Sean Hook

User Experience Designer