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 3 years ago
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Recent Activities
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Call for Proposals CLOSED
Ended on Jun 2 '19 11:59 PM AEST
LAST is Australia's cross-functional conference. Rather than retreat to our trade and talk among our peers-in practice we want LAST to be a place where people can learn about the holistic process of product and service development, or growing organisations and our own skills and careers.
This conference is also about learning and sharing from our colleagues. Over the years we have come to value the following things;
- Interactive sessions over presentations
- Specific tools and techniques over general frameworks
- Learning from mistakes and failures over sharing sanitised success stories
- Diversity of content over following industry best practices
- Evidence based approaches over novel ideas
That is, while there is value in the items on the right, we value the items on the left more.
Craig Brown
Raymond Dellar
Ben Van Wees
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