Transforming Toward Customer-Centricity (1-hr keynote/session version) #CX #UX #customerexperience

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In an era of faster, faster, faster, our workplaces are sacrificing quality, collaboration, and the customer experience to “just ship it” and find out very late in the game if our features had any benefits for users.

Business goals don’t seem to overlap with customers’ needs. CX and UX have trouble finding a seat at the table, and “evangelism” can backfire.

Agile and Lean claim customer satisfaction is our highest priority, but are we delivering high value to our trial and paying users?

No matter what an Agile coach, Scrum master, or stakeholder declares, the customer decides what is “quality,” “done,” and “good enough.”

This session has actionable advice and models for how you can start shifting processes, teams, and our companies towards true customer-centricity.

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