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.

  • Liked Satya Jyoti Yellapantula

    Satya Jyoti Yellapantula - Smart way of choosing Retrospective Technique

    Satya Jyoti Yellapantula
    Satya Jyoti Yellapantula
    Scrum Master
    schedule 11 months ago
    Sold Out!
    45 Mins

    There are many retrospective techniques available and its a widely discussed topic too. But every sprint and release is different with respect to outcomes and learnings. The Scrum Master need to have the expertise to chose what technique or Agile game for Retrospective event so that it opens up healthy discussion and best learnings from the time boxed event. Example, Speed Boat is a great Retrospective technique, but may not be the best during the first or second sprint. Similarly, in case of release retrospective, where relatively large number of audience are present, there are multiple things to consider while chosing the format of Retrospective, like do you have a distributed audience, the number of audience, to what extent was their work co-ordination needed during the release, etc.

    Hence, chosing the right Retrospective Technique is an art, and in this session we will discuss practical situations and what retrospective technique works best in those situations. I will discuss the tried and proven techniques based on my experience. I will share what retrospective technique worked when the team was newly formed, when the Scrum Master was new to an old team, when the team was continuously unable to meet sprint commitment, and a few practical ways of effectively facilitating the event for large audience.

  • Liked Bhanu Golconda

    Bhanu Golconda - Agile - An era of "Asking" (with insights from a survey)

    Bhanu Golconda
    Bhanu Golconda
    Scrum master
    Pega Systems
    schedule 9 months ago
    Sold Out!
    45 Mins

    One of the prime goals of successful Agile transformation is creating self-organised teams. Teams become more self-organised by simply questioning Who will do What, Why, How and by When? While this sounds simple, just like Agile transformation, it is not easy. With small steps, incrementally, we can improve Team's asking skills.

    This presentation highlights the importance of "Asking" and lays its foundation on a survey, which I conducted recently. The results of the survey clearly show that teams, which did more asking, have witnessed effective value delivery more often. In the process, the presentation also introduces two new measures called "Team asking quotient" and "Value Delivery quotient" which is derived from 7 important areas that determine the overall asking maturity of a team.