Embedded user feedback loops
How often should we get feedback from the user/customer? In too many projects user feedback is something that is "nice to have", or...
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Our Insights
Does a team need a Scrum Master?
I've recently observed that sometimes when a team achieves success using agility, management and the team think they no longer require...
On-the-spot questions for an agile coach
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...
Groundhog Day - Agile Teams
For some teams, soon after the buzz of 'going agile' wears off the iterations/sprints can feel repetitive and even pointless. For...
3 reasons why CX pros need to get chummy with their Data Team
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
Seven ways to get non-software teams to adopt agility
Why don't departments which work directly with customers (i.e. Marketing, Sales, and Operations) typically talk about agility? The...
Agile or Design Thinking
I recently had the fortune of completing an engagement delivering current and future state customer journey, and an experience design...
Is this the future of CX? Don't run for the hills just yet...
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...
"That's not my job, I'm only here to do ..."
Every team I have coached started with the same attitude. Only the testers estimate on testing tasks and do the testing and only...
What the heck is Experience Design
"Do you also look at other experiences, not just the experience of the customer?" I was asked this whilst interviewing a potential...
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