Practical Strategies to apply Customer Centricity in organisations

schedule 10:30 AM - 12:00 PM place EN 307(C40) people 18 Attending

Practical Strategies to apply Customer Centricity in organisations

Session overview:

This session will provide with practical tools and templates to 

  • Understanding customers
  • Developing insights that shape decisions making and product/service offering
  • Turning insights into innovative products and services
  • Empower staff to both identify and respond to these opportunities

 

Objectives:

  • Identify a few practical connections and applications of elements at play: Business Stakeholders, Ecosystems, HCDDesign, Behaviour, elements of design like journeys, agile, implementation…….
  • Develop a broad capability in customer centric thinking
  • Sustain a culture focused on service design and HCD Thinking
  • Integration of elements at play, DT, HCD, Agile, etc

Value:

  • Transition to design led, customer centered products and services
  • Increased engagement with high value

Methodology for a practical hands on 90 minutes session:

  • what are some of the best practices.
  • We will design a practical high level strategy for rapidly developing customer centric practice.
  • We will create and test a series of learning exercises that can be easily applied to any industry, particularly focused on increasing stickiness of CX knowledge and transfer across domains.
  • We will explore a systemic integration of CX with a broad leadership framework.
 
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Outline/structure of the Session

1- Welcome- Opening exercises

2-Define the customer challenge/need

3-Practical exercise: Understanding customer needs

4-Insights, what are they and how to use them

5-Pracrtical exercise: Journey map

6-From Challenge into Opportunity: Ideation

7-What to do with Ideas

8-Session take aways

9-Closing

Learning Outcome

 

Participants will walk away with tools and strategies to apply HCD into organisations.

  • Develop a broad capability in customer centric thinking
  • Sustain a culture focused on service design and HCD Thinking
  • Integration of elements at play, DT, HCD, Agile, etc

 

Target Audience

Those interested in innovation from a Design Thinking perspective

schedule Submitted 3 months ago

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