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

  1. Introduction - Problem/opportunity statement scenarios
  2. What is a customer journey map
  3. How to use evidence-based customer experience
  4. How to use customer experience techniques in agile initiatives/projects
  5. Embedding proactive user feedback loops
  6. 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

schedule Submitted 3 years ago

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