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Our Insights

April 20, 2019

How often should we get feedback from the user/customer?

In too many projects user feedback is something that is "nice to have", or collected at the end of the sprint from project stakeholders who may not even speak to the customers/users.

The problem:

The lack of feedback means we walk a precarious tight rope of creating something customers/users do not wan...

August 22, 2018

I've recently observed that sometimes when a team achieves success using agility, management and the team think they no longer require any further coaching, often resulting in the scrum master role disappearing. 

So is a Scrum Master needed?

My response to this question is (as usual) it depends. Below are a few questions to ask.

What does a Scrum Master...

July 23, 2018

As an agile coach it is imperative that you know your agile tools/frameworks and how to apply them. 

I am frequently put on-the-spot with a range of hypothetical situations, and then asked for the agile silver bullet. Specific questions about Scrum or Kanban are easy to answer, however it is the 'why' questions which really require the in-depth understandi...

July 5, 2018

For some teams, soon after the buzz of 'going agile' wears off the iterations/sprints can feel repetitive and even pointless. For example, in Scrum the cycle of planning, stand-ups, review and retrospectives without understanding the 'why' can feel like a waste of time. It reminds me of the 1993 film Groundhog Day.

For those who haven’t watched the film, i...

June 19, 2018

There are plenty of reasons why data is a CX pros best friend, and even more reasons why the data team is one of CX pros best friends in the organisation. We came up with 3 reasons why.

June 5, 2018

Why don't departments which work directly with customers (i.e. Marketing, Sales, and Operations) typically talk about agility?

The question is, what do these departments actually care about?

The Problem

The problem is when businesses think of these things, they don’t think of agility as the solution.


Typically the 'business' will set up an improvement progra...

January 19, 2018

I recently had the fortune of completing an engagement delivering current and future state customer journey, and an experience design capability uplift. Coming from a background in agile coaching software development teams, putting on the design thinking hat was a fascinating experience.

The CXD Labs ‘Customer Value Framework’ shares a similar process to t...

October 13, 2017

I've been asked to present the future of CX and the image above came to my mind. A bit dystopian I admit, however, there is no doubt that technology, in its many forms, has made things easier for us. Even to a point where there is a genuine fear that technology may replace not only the jobs that are process-driven but also the jobs where human interaction...

October 9, 2017

Every team I have coached started with the same attitude. Only the testers estimate on testing tasks and do the testing and only developers do coding and so on. In an attempt to be ‘efficient’ we lock ourselves into these expert titles which become straitjackets for creativity. Immense energy is wasted worrying about making mistakes in their area of exper...

September 5, 2017

"Do you also look at other experiences, not just the experience of the customer?"

I was asked this whilst interviewing a potential candidate to come on board my company. What struck me was throughout the interview, I mentioned the customer's experience as a pillar, however not once did I mention that in order to deliver a great customer experience, we need...

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