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 the Design thinking approach popularised by IDEO; except it includes the 'operate' phase of the customer's experience. Desi

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 interactions may be replaced by algorithm-driven technology. Imagine seeing the robot below coming out to deliver a package to you, he

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 expertise, and we forget about the customer experience. The problem - The ‘expert’ paradigm I recently read the book ‘The Art of

Store attendants welcome the first customers of the day as doors open at the Mitsukoshi department store, operated by Isetan Mitsukoshi Holdings Ltd., in the Nihonbashi district of Tokyo on June 29. | BLOOMBERG This is one of a series of observations I've gathered from a short time in Japan, and even in that short span of time, I've learned countless lessons that I would love to see more in the Western world and will be using it more here in CXD Labs. It was 10.35pm and we we

Customer Experience (CX) used as a tool to ensure Agile development teams are building the right solution for the customer and their needs.

Recently, CXD Labs embarked on a customer journey mapping exercise with a telecommunications company and the outcome of the analysis resulted in a handful of recommendations for the executives to consider. All the recommendations had its own challenges, but backed up by customer feedback, data and analysis, we believed that the recommendations would make a difference to the customers experience. However, inevitably we all looked at the research and couldn't help but think "Th

McKinsey and Company recently released a report they've been conducting since 2008 (US Consumer Sentiment Survey), the report I've enjoyed reading in particular is the "Meet today's American consumer", discussing certain consumer behaviours based on the current economic climate in US (and comparing certain elements with global trends). In CXD Labs, we love research reports like these - however, throughout reading the report we were wondering how these statistics and findings

Uber has gained a global following by releasing a mobile application that has disrupted the taxi industry. Alongside other comparable companies such as airbnb and Zappos, these companies tackle problems with the customer experience at its core. So we thought what better way to demonstrate what we can produce by presenting to you the journey of a typical Uber customer, using our own framework. Before we start, here are a few points to note: We modelled this Customer Journey ba