To compete in a world saturated with disruption and an increasing rate of change, every organisation needs to improve its customer experience continuously. And if the speed of technological change is furious, the speed/rate of change in customer experience is always ten to fifteen times faster, since design utilises every technology in many different ways and because design modules are easier to change than the tech stack.
Gone are the days when customers were content with ‘technology that delivers new services’. Now it’s very common that companies see consumers move to a competitor when they release a new app or a new web interface, even though the actual functions and services are comparable. Instead they switch brands because the Customer Experience is better.
Regardless of this increased need for speed in delivering higher value in/of Customer Experience, a majority of organisations find themselves with a lot of bottlenecks in Customer Experience development. Even disruptors on the forefront of the digital evolution and companies that are far gone in implementing Agile methods for development generally, struggle with time to market for high quality design and continuous improvement of the Customer Experience. We all recognise the most common blocker in sprint grooming: ‘That user story lacks UX’.
This two day interactive course will help participants identify CX bottlenecks and CX development improvements within their organisations and implement iterative, continuous improvement for the Customer Experience. Participants will be able to integrate higher quality design development better in SAFe/Agile teams and learn how CX supports each value stream – especially how integrated CX development delivers higher customer value. The course participants will leave with the ability to change current CX work into high value creation by identifying and prioritising customer value and get out of the UX straight jackets.
The course participants will also learn how to leverage tools like automated style guides and preparing the CX stack for machine learning automation.
ou will probably have a better experience of the course if you have current experience in an environment where Customer Experience is a part of your digital service and product development. Or just a passion for the subject!