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 11 months ago

Public Feedback

comment Suggest improvements to the Speaker
  • Janani Liyanage
    By Janani Liyanage  ~  10 months ago
    reply Reply

    I like your idea about customer experience and customer delight.

    I think the submission could be improved by:

    • If you can share slides/video on how these models were used
    • You can  you case study or take a hypothetical scenario 
    • Try to give connections between these 4 indexes
    • What decisions Scrum team/ Leadership can make from these Indexes? What these indexes tell us?
    • As you mentioned "Agile for Customer Delight – – It's neither B2B nor C2C, it's H2H (Human to Human)" - how would you reflect this statement through the model
    • Vamsi Krishna Kakkireni
      By Vamsi Krishna Kakkireni  ~  9 months ago
      reply Reply

      Thanks for the feedback. Answered those and also made it compact. Please let me know your review comments.

      • Peter Stevens
        By Peter Stevens  ~  9 months ago
        reply Reply

        Thank you for slides. I would suggest reducing the amount of text, increasing the number of diagrams and pictures. Text is difficult to read beyond the first row, and excessive text leads to reading the bullet points, which puts your audience to sleep.

        I agree with Janani, this is potentially a very interesting topic.

        • Vamsi Krishna Kakkireni
          By Vamsi Krishna Kakkireni  ~  9 months ago
          reply Reply

          I agree. Thank you Peter for your valuable feedback. Now I have added images, reduced the text and also reduced the no: of slides and made it compact. Please let me know your review comments.


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