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Back in 1998, Eiko Kawano “fluked” into a job working for an advertising agency that had just launched asmall digital team. She did someadmin work for them here andthere, and it was the best part ofher day. “I loved the idea of beingin a field where people solved newproblems every day, and I aggressively pursued and landed a role onthat team,” she says.
Kawano is Group Creative Director, CX and has been creatingdigital experiences since 1998.She currently leads the Experience Design practice for PublicisSapient Canada and is a memberof Publicis Sapient’s Retail Experience leadership team. Shehas an extensive background inCustomer Experience strategy,journey mapping, and customerresearch, and loves working withbrands to find meaningful waysto reach people.
Earlier in her career, as a user
experience designer, she created
digital interfaces for people to
use. “Today, I still think of the
work I do as rooted in design, but
it’s more about designing for peo-
ple,” she says “What environment
and culture can I create that em-
power my team members to bring
their full selves to work? How
can I architect more collaborative
relationships with clients? How
can we apply design to a higher
altitude when it comes to a cus-
tomer’s experience? I love think-
ing about people, and how they
interact, and what they need from
each other.”
As the Experience Lead for
the Walmart Canada account,
Eiko shepherded the evolution of
Walmart’s customer experience
through a collaborative design
practice that kicked off in 2012,
launching Walmart’s first respon-
sive website, first online grocery
offering, and first mobile shop-
ping app in the seven years since.
Eiko believes that building empathy for customers, clients, andteam members always generatesthe best results, and that diverseperspectives are key to effectiveproblem-solving. She has a particular interest in the intersectionof data and design, and applies adata-driven approach to customerjourney modeling, design, and experience optimization.
“I consider it a great privilege to
be in a position where I’m able to
help my team members during what
for many is one of the most difficult
experiences they’ll go through,”
she says. “I’m just trying to help
right now—both my team members
and my clients. Right now is about
supporting people, about helping
them find the bright spots, about
getting us through to the time when
things will be better.”
As far as being recognized as
one of the Women Leaders in Tech-
nology, Kawano says the award is
“an incredible honor, because in
2020, there are so many excep-
tional woman leaders in our field,”
she says. “We still have a ways to
go, but we’ve come so far. There’s
growing appreciation for what it
means to be a woman in technol-
ogy, and the unique perspectives
and talents we can offer.”
EIKO KAWANO
PUBLICIS SAPIENTEXCELLENCE INLEADERSHIP
What do you consider your greatest personal or professional achievement?
KAWANO: “While I’ve had the opportunity to work on and to lead some really interesting projects, I think what I’m most proud of is the impact I’ve seen in my organization since opening up a conversation about mental health. By speaking publiclyabout mental health, and by sharing my own experiences, I’ve seen people engagein new ways: sharing their own journeys, asking for support when they need it, andcreating opportunities to reach others. It’s been a really powerful experience.” Q & A
