NEW Customer Journey Mapping Workshops
This week we launched our new Customer Journey Mapping Workshops in Melbourne and Sydney. Master customer journey mapping in these one-day intensive, ‘learn by doing’ training workshop with Alex Allwood. Places now available book here.
Making Sense of ‘Jobs-to-be-Done’ (6min)
A key focus in understanding customers is not asking what they want in a product or service but rather, asking what they want that product or service to do for them – what is the job they need done. Helping product development or service delivery teams meet customer needs through a ‘jobs-to-be-done’ lens is the focus of this article from medium.com. Included is access to, and an in-depth explanation of, a Jobs-to-be-Done Canvas.
How to Meet the Design Thinking Challenge (2min)
As a collaborative, human-centred and customer-led problem solving process, Design Thinking is a logical extension to your customer experience program. It can often be a challenge to introduce and embed the concept and this blog from invisionapp.com outlines five ways to champion design thinking in your organisation.
In the News (2min)
B&T reports that Facebook is ramping up its CX focus with the collaborative Workplace by Facebook platform forming a strategic partnership with CX management platform Medallia. With this integration, companies using Workplace can now have their employees share, collaborate and act more quickly on customer feedback.