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
- 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.
Everyone involved in agile transformation or adoption or want to know more about it.
Prerequisites for Attendees
- Basics of Agile
schedule Submitted 11 months ago
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