Brian Herron

The Pit of Despair: Modern Customer Experience

Good sales numbers are sexy, exciting and headline grabbing. Bent on customer acquisition, companies blast us with weaponised omnichannel marketing to drive those numbers up. But customer satisfaction often plummets after purchase.

This talk is about what happens right after someone clicks “go to checkout.”


Brian is a Director and Principal Designer at  Each&Other, an experience design agency that partners with large organisations to transform their businesses. He has lectured on content strategy and design thinking for DIT and UCD and his client list includes Google, Zurich International and Vodafone. Each&Other is an employee owned company that operates internationally from an old converted priory in Dublin and works across multiple sectors, including finance, enterprise, tech and both local and national government.

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