How to deliver projects with exceptional customer experience
Most people in projects agree that the customer experience is important, however, it is not easy to reliably measure customer impact, and more importantly validate if the project is addressing the highest customer value.
This talk is a discussion on practical ways to integrate customer experience into development teams. I.e. How the use of journey maps, with the right amount of data, and proactive feedback loops can be translated into a prioritised product backlog to drive exceptional customer experience.
The session will touch on:
- Evidence-based CX - using various customer data sources to understand pain points
- Agile CX - how the findings from the journey maps, data and service design can influence and prioritise the product backlog
- Embedded user feedback loops - Including proactive feedback loops in your design/development
- Continuous Improvement (how to ensure that this is not a once off thing) - using the Customer Value Delivery Framework (Ideate, Create and Operate)
Outline/Structure of the Interactive
- Introduction - Problem/opportunity statement scenarios
- What is a customer journey map
- How to use evidence-based customer experience
- How to use customer experience techniques in agile initiatives/projects
- Embedding proactive user feedback loops
- Using the Customer Value Delivery Framework for continuous improvement
Learning Outcome
A clear understanding of what customer journey is, why it's worth your time & effort, and how to use it to greatly improve the effectiveness of your projects/initiatives.
Target Audience
Anybody involved in a project/initiative that addresses a problem/opportunity which impacts customers
Prerequisites for Attendees
Come with an open mind and questions
Links
schedule Submitted 1 year ago
People who liked this proposal, also liked:
-
keyboard_arrow_downRajesh Mathur / Alexandra Stokes / Dr Amy Silver / Jon Gedge / Sue Hogg - Are Agile coaches crossing the line? A panel discussion about Coaching & Counselling.
Rajesh MathurPrincipal ConsultantRajesh-Mathur.com
Alexandra StokesFounderReBoot Co.
Dr Amy SilverDr Amy Silveramy
Jon GedgeAgile CoachElabor8
Sue HoggGroup Program Managercarsales.com.auschedule 1 year ago
45 Mins
Panel
Intermediate
Agile coaches are mostly not qualified in counselling and therapy.
Knowingly, mistakenly or ignorantly, some coaches divert their coaching instances to personal conversations as if they were therapists. Counselling is a skill which requires practice, experience and certification.
It also has regulatory boundaries. While coaching and counselling are different, there is an overlap. Several coaching approaches had their roots in therapy: e.g. Solutions Focus Coaching came from Brief Therapy, Non-Violent Communication from Marshall Rosenberg (via Carl Rogers).
As coaches, it is imperative to have self-awareness that we do not cross the line in explore in unchartered territories of counselling. Join this panel to learn more about counselling and coaching.
-
-
keyboard_arrow_downGabor Devenyi / Jayavalli Vadrevu - Agile in Action - Build a Paper City
90 Mins
Workshop
Beginner
This is a practical workshop where the participants will work in two sprints to build a city using the material given to them.
The intention of this workshop is for people to understand all the ceremonies better and it also helps teams understand that collaboration and working together as a team is the best way to achieve the results.
This is going to be a very interactive workshop while teams get to learn Agile while having fun.
-
Recent Activities
- description David Chong updated proposal How to deliver projects w... 2 Timesschedule 1 year ago
- assignment David Chong added a new proposal How to deliver projects w...schedule 1 year ago
