Delighting the Customer at the First Point of Interaction

The first interaction with a prospective customer often makes or breaks the sale. In today’s age of instantly obtaining products and application at the touch of a button (e.g. mobile apps), the last thing that customers expect is a long, complicated process. Truly delighting the customer requires moving towards instant gratification. How do you re-organize traditionally separate business and technology groups so that the focus is on delighting the customer?

A group within a leading financial institution identified this as a goal and looked at lean-agile principles and practices to rapidly iterate on delighting the customer and bringing business & technology processes seamlessly together. While delivery was set up using what we’ve come to as good lean-agile principles and practices, how the product backlog was managed provided the rapid feedback, innovation and pivot/pursuits required to truly delight the customers.

In building the product backlog a number of practices were introduced to make it dynamic and ever evolving.

  • Kanban connected the customer to the product backlog which connected to the delivery engine
  • Product metrics and cost of delay were used to create hypotheses to prioritize MVPs
  • Rapid feedback through various customer and proxy customer interactions were leveraged to feed the customer backlog
  • Monthly releases ensured a constant flow of new features to enhance the customer’s experience
  • Story decomposition ensured the customers feedback was being directly communicated with the delivery team

The result? While the client is still on its journey the results have been overwhelmingly positive. Key metrics indicate greater customer satisfactions, increased speed to completion and simplified internal processes.

In this talk we’ll discuss how we’ve taken various product management related practices and stitched them together to connect the customer to the delivery engine. We’ll provide practical examples that we’ve seen work in our experience and engage in a discussion with the group to connect their questions to our examples.

 
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Outline/structure of the Session

  • Introduction (5 min)
    • Background & Context
    • Problem
  • Product Management Practices (10 min)
    • Overview
    • Application
  • Stitching it together (10 min)
    • Integrating into the Agile Delivery Engine
  • Outcomes (10 min)
    • Accomplishments
  • Questions / Answers

Learning Outcome

In this talk we’ll discuss how we’ve taken various product management related practices and stitched them together to connect the customer to the delivery engine. We’ll provide practical examples that we’ve seen work in our experience and engage in a discussion with the group to connect their questions to our examples.

Target Audience

Product Owners, Product Managers, Agile Practitioners

Prerequisite

Basic Agile Knowledge, Motivation and Practices

schedule Submitted 1 month ago

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