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

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.