“By combining these human insights with data-driven decision-making, organizations can ensure that the systems and experiences they design are truly aligned with the needs and expectations of those they serve.”

TIME STAMP SUMMARY

02:10 Technology should enable and enhance the experience, not be the primary focus.

10:30 Balance between automation and maintaining human connection in customer interactions.

15:50 Adapting systems to avoid becoming bottlenecks for growth.

22:10 putting technology in service of the experience, not the other way around.

Valentina Coin Top Five Tips For Designing Systems That Deliver Unmatched Customer and Team Experiences

1. Map the experience before the technology

2.Automate with purpose, not for the sake of it

3.Design for flexibility & scale

4.Data-driven, but human-led

5.Make your Systems invisible while impossible to ignore

Where to find Valentina?

Website https://www.viatechnology.com.au/

LinkedIn https://au.linkedin.com/in/valentina-coin

Valentina Coin Bio

Hailing from Italy but based on the Sunshine Coast strategic skills. She’s also a co-founder and director of Via Technology, a company created to help service-based leaders reveal and refine their Core Business System, so they can analyse, optimise, and monetise for consistent and confident growth. With over a decade of leadership experience across a broad range of industries, Val excels in change management, digital optimisation, and human-first workshop facilitation. She’s successfully executed over 150 digital transformation projects, including large-scale initiatives for national organisations, and her diverse professional journey equipped her with a unique combination of skills and perspectives to navigate complex, multifaceted business challenges.

Ultimately, though, it’s Val's ability to bridge the gap between teams, along with her expertise in strategic and intentional initiative design, that ensures solutions and systems drive organisational outcomes. She thrives on unravelling complex problems and joining dots others simply can’t see, whilst always emphasising the emotional and trust components of tech-enabled, but people-powered, transformation. Beyond the office, Val enjoys reading, walking, embracing new skills, and connecting with others driven by a passion for continuous growth, all of which adds to the warmth, curiosity, and commitment to excellence that position her as an engaging, insightful, and inspirational speaker