Evolving an Iconic Product to an AI Enabled End-to-End Customer Experience

Evolving an Iconic Product to an AI Enabled End-to-End Customer Experience

Season 5, Episode 6

In this episode, we feature LanTing Garra, Senior Director of Innovation and Design at Motorola Solutions and an LWE Fellow from Fall 2016. LanTing discusses her career evolution from Industrial Design to AI-supported end-to-end customer experience design. She shares the challenges she faced and overcame while leading a critical project for the company’s iconic public safety product line. LanTing also talks about influencing change within the company, integrating AI, building a supportive network of colleagues, and ensuring younger team members gain visibility with senior management.

DISCUSSION QUESTIONS:

We encourage you to connect with your peer board, team or colleagues to discuss the podcast. Please use the following questions to guide your conversation:

1. What can you learn from this discussion that you can use on the job about influencing senior leaders on a risky project innovation idea?

2. We heard that it’s not just about the end result, but just as much about the future leaders and helping them be seen. What can you do to bring visibility to younger talent in your companies?

3. What are some tactics you use to network with colleagues, both in your company and across the industry you work in?

HIGHLIGHTS:

2:40 An international journey to innovation

5:20 Transforming pain points by re-engineering the end-to-end customer experience

8:50 Easing aversion to change through Education

10:51 Integrating consumer tech innovations into Motorola’s public safety devices

12:47 Traditional Motorola reliability without sacrificing modern device interaction preferences 

13:47 Solving the experience problem and not the “product” problem

16:03 AI driving further innovation

17:40 LWE network – where members bond and have a safe place to exchange ideas

18:12 Always request a seat at the table

19:30 Your impact and the allies you make are keys to success

20:26 Collaborate and Network

22:03 Providing visibility for the up-and-coming leaders