Eiko Kawano
Publicis Sapient
Excellence in Leadership
Back in 1998, Eiko Kawano "fluked" into a job working for an advertising agency that had just launched a small digital team. She did some admin work for them here and there, and it was the best part of her day. "I loved the idea of being in a field where people solved new problems every day, and I aggressively pursued and landed a role on that team," she says.
Kawano is Group Creative Director, CX and has been creating digital experiences since 1998. She currently leads the Experience Design practice for Publicis Sapient Canada and is a member of Publicis Sapient's Retail Experience leadership team. She has an extensive background in Customer Experience strategy, journey mapping, and customer research, and loves working with brands to find meaningful ways to 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 people," she says "What environment and culture can I create that empower 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 customer's experience? I love thinking 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 responsive website, first online grocery offering, and first mobile shopping app in the seven years since.
Eiko believes that building empathy for customers, clients, and team members always generates the best results, and that diverse perspectives are key to effective problem-solving. She has a particular interest in the intersection of data and design, and applies a data-driven approach to customer journey 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 Technology, Kawano says the award is "an incredible honor, because in 2020, there are so many exceptional 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 technology, and the unique perspectives and talents we can offer."
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 publicly about mental health, and by sharing my own experiences, I've seen people engage in new ways: sharing their own journeys, asking for support when they need it, and creating opportunities to reach others. It's been a really powerful experience."
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