Director - Customer Experience and Service Design
Member since 5 months
I am an experienced leader in customer experience (CX), service design and business process re-engineering, with a consulting career in various industries such as Telecommunication, Health Insurance, Government, Education, Financial Institutions, and Not for Profit.
I also regularly share insights into the world of CX, business agility and tools and techniques I have used throughout my career. Through CXD Labs, we have been fortunate to work with our awesome clients such as AusPost, Telstra RACV and many others.
10 lessons about agile from a non-agile personSaiful NasirDirector - Customer Experience and Service DesignCXD Labs
schedule 2 months agoSold Out!
As a leader, I'm always looking for new ways to improve the way I lead, the way our projects are run, and the way I can optimise our business. When agile was introduced into a more mainstream business audience, I was one of them - I saw the potential for the values and principles to work for all types of businesses, not just software development.
Since then many years have passed and after being exposed to and in the bowels of all forms of agile mindsets converted into approaches (e.g. Scrum, SAFE, etc.), I've learnt a few things - some good and some bad. I've distilled it to 10 lessons I've learnt about agile, all coming from a non-agile practitioner.
Product Owners are the worst customersSaiful NasirDirector - Customer Experience and Service DesignCXD Labs
schedule 4 months agoSold Out!
"We should do this because I think it's what the customers want"
Product Owners (PO) have a lot of responsibilities, and one of them is to provide guidance to the team on what problems to solve and what is valuable to customers by bringing the voice of the customer and user to the table. However, the situation becomes dangerous when the PO becomes the voice of the customer and user, making decisions based on their working experience, without supporting evidence. This is often even worse in startups, where the pace is faster and the PO has a greater responsibility in steering the team in the right direction.
This talk is to help Product Owners as well as the teams working with them to ensure that the team is focusing on the "right problem" to solve and backing it up using evidence. I will share some tips on how to use things such as Customer Experience to focus the team to solve problems that matter, and how different types of data can help PO's make more informed decisions for their teams.
How to deliver projects with exceptional customer experienceDavid ChongPrinciple Consultant - Agility PracticeCXD LabsSaiful NasirDirector - Customer Experience and Service DesignCXD Labs
schedule 5 months agoSold Out!
Most people in projects agree that the customer experience is important, however, it is not easy to reliably measure customer impact, and more importantly validate if the project is addressing the highest customer value.
This talk is a discussion on practical ways to integrate customer experience into development teams. I.e. How the use of journey maps, with the right amount of data, and proactive feedback loops can be translated into a prioritised product backlog to drive exceptional customer experience.
The session will touch on:
- Evidence-based CX - using various customer data sources to understand pain points
- Agile CX - how the findings from the journey maps, data and service design can influence and prioritise the product backlog
- Embedded user feedback loops - Including proactive feedback loops in your design/development
- Continuous Improvement (how to ensure that this is not a once off thing) - using the Customer Value Delivery Framework (Ideate, Create and Operate)
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