Customer Experience transformation

Customer Experience transformation journey encourages organizations to reflect on their digital transformation journey, envisioning the changes it may bring and identifying the potential challenges and opportunities.

Highlights

• 💡 Reflect on the digital transformation journey

• 💡 Envision a different future for the organization

• 💡 Identify easy and challenging parts of the transformation

• 💡 Anticipate specific opportunities for digital transformation

Process transforming 

Process transforming for an organization to become agile is difficult but not complicated. It involves having an agile mindset focused on flexibility, innovation, collaboration, and rapid iteration to create customer value. Being truly agile requires trust in the process and the ability to let go of existing processes and infrastructure.

Highlights

• 💡 Transformation to agility requires the organization to trust the process and be comfortable with uncertainty.

• 💡 The agile process allows for rapid iteration and experimentation to find the right solution for customer needs.

• 💡 Existing processes and infrastructure may need to be let go off or worked around to fully embrace agility.

• 💡 The example of SodaStream and PepsiCo highlights the need for agility in making decisions and implementing new customer experiences.

• 💡 The ability to move quickly and iterate efficiently is a key aspect of agility in organizations.

Transforming the Business Model

• The old business model was based on a single path from the manufacturer through the distributor and the retailer to the customer.

• The digital revolution includes many new models that take advantage of new possibilities.

  • Direct to consumer

  • On-demand

  • Micropayments

  • Unbundling

  • And more...

The digital revolution has transformed traditional business models, opening up new possibilities and opportunities. The use of direct-to-consumer models, cloud computing, micro-payments, and subscription/ad-supported models are some of the key changes in the business landscape.

Highlights

• 💡 The digital revolution has disrupted traditional business models, leading to the emergence of new models like direct-to-consumer.

• 💡 Cloud computing allows organizations to rent services and focus on their core competencies, rather than managing infrastructure.

• 💡 Micro-payments have made various transactions cost-effective, enabling freemium models and peer-to-peer payment systems.

• 💡 Personalized music platforms like iTunes, Pandora, and Spotify use machine learning and AI to enhance user experience.

• 💡 Subscription and ad-supported models have led to the unbundling of media, making content available through various digital platforms.

Culture Infuses Everything You Do

• Culture is not the artifacts -- those are just expressions of culture.

• An effective culture includes:

  • Curiosity

  • Empathy for customer

  • Empathy for team members

  • Tolerance for failure

  • Ability to learn from failure

“The business of business is people - yesterday, today, and forever.”

Herb Kelleher, co-founder of Southwest Airlines

Transforming The Culture

Summary

Transforming an organization’s culture is both complicated and hard because every organization’s culture is different, and culture permeates everything an organization does. Copying and pasting popular or successful cultures does not work. Culture consists of an organization’s values and how they are acted upon. Each organization needs to figure out what works for them. Successful cultures value curiosity, empathy, and the ability to learn.

Highlights

• 🔑 Transforming culture is complicated and hard because each organization has a unique culture that influences everything they do.

• 🔑 Copying and pasting popular cultures does not work. True culture is based on an organization’s values and how they are lived out.

• 🔑 Successful cultures value curiosity, which leads to deeper customer understanding, adaptability, and creativity.

• 🔑 Empathy for customers and team members is crucial for understanding needs and fostering collaboration, engagement, and morale.

• 🔑 Successful cultures embrace failure as a learning opportunity and encourage experimentation and continuous improvement.