Gerhard Pfau is IBM Distinguished Designer for IBM Technology Lifecycle Services. There he leads the IT Support Experience and Research to create delightful support experiences for IBM’s clients and users. Previously he served as Head Europe for Enterprise Design Thinking. Gerhard loves designing experiences for people and deeply understands technology. Prior to his recent roles Gerhard was design lead in IBM's Smarter Process portfolio, and lead architect for human-centric business process management. Gerhard currently resides in Germany, in the outskirts of Stuttgart (the automotive capital), where he loves to drive his convertible with the top down and cooks delicious meals with his friends and family.