Agile for Customer Delight – It's neither B2B nor C2C, it's H2H (Human to Human)

Surveys say that 87% of consumers would pay more to a company that provides a better overall customer experience. We can anticipate the customer needs better only by having a deeper relationship with customers. With that we can react faster to changes in the market than the market laggards.

  • What is customer delight?
  • Where do we stand w.r.t. customer experience?
  • How to assess the maturity of our Agile processes?
  • How Agile helps us in driving customer delight?

This session answers all the above questions by proposing the following:

  • Assess your customer experience by calculating Customer Experience Maturity Index (CXMI)
  • Assess the maturity of Agile process by calculating Agile Maturity Index (AMI)
  • Hardening Index (HI) and Happiness Index (HI)
  • Model drive customer delight.

This presentation will provide calculators, experiences and suggestions in achieving customer delight.


Outline/Structure of the Presentation

  • Set the stage - An introduction - 5 mins
  • Tools (Excel based calculators) - 15 mins
  • Agile Model - 15 mins
  • Q&A - 5 mins

Learning Outcome

  • Learn how to assess the maturity w.r.t. customer experience (using the proposed excel based tool)
  • Helps in assessing the maturity of Agile processes (using the proposed excel based tool)
  • Learn how an Agile model can drive customer delight.
  • Guides us on how top level leadership, middle level management & team level engagement should be structured.

Target Audience

Everyone involved in agile transformation or adoption or want to know more about it.

Prerequisites for Attendees

  • Basics of Agile


schedule Submitted 2 years ago

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