Customer-driven strategy is core for all businesses but it seems we have forgotten that in the age of investor interests. This podcast is for us to bring us closer to customer/user experiences that engage, delight and make their lives easier and what does it take to operationalize such a strategy. Profits will follow.
#cx #customerexperience #servicedesign #customerengagement #strategy #userexperience #digitaltransformation #businessexcellence #ai #design
About the Author:
I am a Customer Experience Strategist and author of the upcoming book on CX Strategy. I help organizations turn user experience into their primary engine for growth. Follow me for more insights on the intersection of design and business strategy.
Customer-driven strategy is core for all businesses but it seems we have forgotten that in the age of investor interests. This podcast is for us to bring us closer to customer/user experiences that engage, delight and make their lives easier and what does it take to operationalize such a strategy. Profits will follow.
#cx #customerexperience #servicedesign #customerengagement #strategy #userexperience #digitaltransformation #businessexcellence #ai #design
About the Author:
I am a Customer Experience Strategist and author of the upcoming book on CX Strategy. I help organizations turn user experience into their primary engine for growth. Follow me for more insights on the intersection of design and business strategy.
The podcast discusses the illusion of customer journey maps, the reality of operational plumbing, and the fragmentation gap in customer experience. It emphasizes the need to address foundational processes and systems, shift to service blueprinting, and foster a cultural shift and collaboration between design and operations. The key takeaway is that true experience innovation requires a marriage of empathy and efficiency, and improving customer experience requires transforming processes, systems, and data.
Takeaways