you can equip disparate stakeholders to generate ideas for making better end-to-end experiences
Vadym Kravtsovhat Zitat gemachtvor 2 Jahren
Many of your colleagues likely have lived through poorly facilitated brainstorming sessions
Vadym Kravtsovhat Zitat gemachtvor 2 Jahren
Opportunities result from interpreting what you have learned and placing it within the context of your organizational goals and business strategy
Vadym Kravtsovhat Zitat gemachtvor 2 Jahren
An opportunity is not a solution. It is a set of circumstances ripe for creating positive change
Vadym Kravtsovhat Zitat gemachtvor 2 Jahren
determine systematically how to redefine a portion or all of the why, what, and how of a product’s service
Vadym Kravtsovhat Zitat gemachtvor 2 Jahren
Ignored or underserved journey stages.
Vadym Kravtsovhat Zitat gemachtvor 2 Jahren
the service anticipation gap
Vadym Kravtsovhat Zitat gemachtvor 2 Jahren
a focus on experience means shifting the discussion from business value to co-value
Vadym Kravtsovhat Zitat gemachtvor 2 Jahren
Overall, optimizing an end-to-end experience means shifting from improving touchpoints in isolation to designing the whole customer journey as a coordinated team.
Vadym Kravtsovhat Zitat gemachtvor 2 Jahren
Optimization in this context means systematically overhauling an existing product or service journey to be more consistent, cohesive, and complete.