Customer-Centered Design for Competitive Advantage
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Companies across all industries strive to consistently delight their customers in each step of their journey. This “working lab” program, using a series of team-based application exercises, provides and reinforces a proven methodology to stimulate and execute customer-centered innovations to unleash latent and profitable growth. It also addresses how organizations can implement this approach in an agile way — using constant experimentation to mitigate risks inherent in disruptive innovations and adopt a bias toward action. For maximum benefit, you are encouraged to attend with multiple members of your team.
Learning Objectives and Program Impact
- Broaden your perspective on what innovation means in the context of customer experience.
- Learn and apply concrete, practical tools for customer-centered design and agile experimentation.
- Develop specific, disruptive business ideas and smart experiments to tap opportunities in your company.
- Understand common objections that cause resistance to change — and how to overcome them.
- Customer-Centered Design Methodology
- Industry Overview: The Current State of Customer Experience Management
- Customer Insight Concepts, Tools, and Best Practices
- Live Customer Interview and Experience Diagnostic
- Driving Customer Experience Throughout the Journey: Disruption = Art of the Possible x Customer “Pain”
- Brainstorming Tools and Practice
- Approaching Innovative Business Ideas in an Agile Way
- Customer Experimentation and Bias Toward Action: Concepts, Prototypes, and Pivots
- Key Assumptions and “Deal Breakers” to Overcome
- Group Presentations: “Pitch Back to the Team”
- Managing “Mother Ship” Issues in the Home Office
Who should attend
- Leaders in all roles who seek to build a dynamic understanding of today’s rapidly evolving customers
- Leaders in areas responsible for driving customer-centered innovations (e.g., marketing, distribution, customer service, IT, data science, and product development)
- Teams of three or more individuals from the same company who will benefit from learning and practicing a shared methodology