By the Reader, for the Reader: The Wall Street Journal’s Secrets to Customer-Centric Experiences

Sumeet Mandloi

Readers of The Wall Street Journal have seen many stories about companies shutting their doors after years of success. These companies failed to adapt to rising customer expectations and new technologies—they lost touch with what their customers wanted. The Wall Street Journal didn’t want to become one of these cautionary tales. Sumeet Mandloi explores how The Wall Street Journal aligned its engineering, design, and product teams to shift to a quality engineering organization focused on customer-centric experiences. As part of this transition to quality engineering, the company started testing technologies like augmented reality with its actual customers across seventy countries. Sumeet will discuss why customer-centric design is essential to thriving in today’s media environment, and he'll cover what new technologies The Wall Street Journal is using to improve customer experience.  You'll discover how testing with real users can improve your overall customer experience.

About the Presenter

Sumeet Mandloi is an experienced professional with a career spanning nearly 20 years in quality assurance, test automation, and product and release management with leading companies like UBS, Citibank, and TD Ameritrade. Sumeet currently serves as engineering director at Dow Jones, where he supports faster releases, improves quality, and creates brand value for world-renowned products like The Wall Street Journal, Marketwatch, Barrons, etc. In his role, Sumeet built effective and efficient Engineering organizations which focus on product quality and close collaboration between Product, Engineering, and Design teams. He is an avid speaker at multiple conferences and was instrumental in driving a team of engineers to build a Behavior Driven Test Harness using open-source technologies, which helped recognize Dow Jones as a finalist two years in a row at the European Testing Awards in the category of Quality Engineering.

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