Video: Envisioning Multichannel Experiences Customers Will Need, Want and Expect in the Future


Matthew Doty, Head of Strategic Experience Design at Best Buy


Envisioning Multichannel Experiences Our Customers Will Need, Want and Expect in the Future

Multichannel innovation isn’t cheap or easy. The stakes are particularly high when it comes to deciding where and when to invest. If we don’t innovate and invest, we can’t possibly dream of remaining competitive in the marketplace.

At the same time, if we launch innovations our customers won’t embrace, we can kiss our competitive advantage goodbye.

Wouldn’t it be great if we could peek into future and get a sense for what experiences our customers will need, want and expect? That is exactly what Best Buy’s Strategic Experience Design team is doing.

In this video presentation, Matthew Doty, Head of Best Buy’s Strategic Experience Design Team, discusses how his team helps Best Buy understand and embrace Human-Centered Design as a foundation for strategic, multichannel innovation.


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The mission of the XD Leadership Alliance is to recognize and connect industry thought leaders in the fields of design, technology, research, product and marketing. As customer experience continues to be the top driver of digital transformation for organizations, experience-driven (XD) businesses are leading the way in increasing market share and delivering greater ROI. The new ideas and collaborative efforts of the XD Leadership Alliance are aimed at keeping us at the forefront of this vital economic initiative.

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