Eiko Kawano

Group Experience Director, Publicis Sapient

Eiko 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. 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 modelling, design, and experience optimization.

In addition to Walmart, Eiko has worked with Lowe’s, Jenny Craig, Whirlpool, VW, Mars, Four Seasons, Destination Canada, Bank of Montreal, the University of British Columbia, Chrysler, Shaw, and TELUS.