Putting ‘Customer Experience’ At The Heart of IT Service Delivery and Development.
How do you establish shared, customer-centric motivation in your teams? Group IQ is the ability of teams to perform well. Groups with high emotional intelligence outperform those with high cognitive abilities (Goleman). Harmonious groups try harder and pull together. Shared motivation provides the ‘pull’ in the same direction. So how do leaders establish shared, customer-centric […]
For some organizations the core objective of customer journey mapping is to reduce the loss of prospects. For others, the goal is to start understanding the experience of prospects and customers who are trying to navigate your organization. For those responsible for product and service development, it’s about uncovering opportunities to serve customers better. In […]
Whether you are working on the fuzzy-front end of product or service development, developing customer personas to better target your marketing communications or diving into customer experience, doing voice of the customer market research typically means sitting down with customers, listening and capturing their ideas. So how do you get set up for success when collecting […]
Because innovation is not just for startups. Are you are looking to move the balance of revenue away from existing towards new innovative solutions? Or perhaps operationally you’re in great shape but are looking to the future. But building something new is fundamentally different from operational excellence. So with so much focus on technology, startups and […]