We have business, product, marketing and service strategies to define how an organisation will deliver value to customers. So, why is it necessary to also have a Customer or CX Strategy? — Shouldn’t a well designed business strategy have everything necessary to define how any organisation will deliver value to customers, as well as other stakeholders (ie. Employees, investors, suppliers, regulators, communities)?

OK, it does feel as though we’re swimming in models and templates that tell us how to design customer experiences. Do we need any more? Yes and no. Through my consultancy work, I’ve often been asked to come up with key design principles or express the factors that influence customer…

An adaption of the Business Model Canvas to help you structure your business strategy. — A number of formats and approaches exist for how to write a Business Strategy. However, they don’t always cover the key elements I would expect to see in a strategy, and certainly not in a format that can be used in a workshop setting. One of the most common models…

What gets measured gets managed — right? This mantra is a key reason why Net Promoter Score (NPS) and Customer Satisfaction (CSat) are used so widely to measure the effect an organisation’s activities have on customers and users. But, if you want to influence the right CX, outcome metrics like NPS and CSat are the last metrics…

However, we know that in order for brands to deliver sustainable growth, they need to provide a consistent experience that meets customer needs and expectations. That can’t be achieved if CX is seen as an after thought, or something that only sits on the surface of a product and service…

How Business Design and Architecture can play key roles in closing the change value gap — Companies are now under intense pressure to review what they do and how they operate, which for many includes big technology shifts, including, better use of digital channels, automation and cloud technologies. But, there’s a problem. It seems as though many digital change and transformations have been more than underwhelming…