Position: Founder, Chief Coder & Managing Director
In this session we’ll explore the skills and tools needed to understand the needs of your customers and deliver consistently high-quality customer experiences. As businesses adapt to ever-changing isolation measures and increasing virtual delivery of products and services, your customer’s experience is changing very rapidly – but that doesn’t mean you can’t design and deliver great service.
Too often, classic service improvement tools like customer personas and journey maps become static artefacts that don’t convert into measurable impacts for users and quickly become outdated. This session will offer you powerful tools and processes for building live and collaborative customer journeys, and equip you to design deliberate and structured experiments to turn your CX insights into meaningful improvements for customers, helping you to build a truly customer-centric culture.
BABOK V3 Alignment:Chapter 2: Business Analysis Key Concepts, Chapter 7: Requirements Analysis and Design Definition, Chapter 10: Techniques