WELCOME TO A PEOPLE & PROCESS
BUT HOW TO?
Developing with a centric focus, is MUCH more than sales and deliverance. Working with the core experience means you must optimize all surrounding processes, channels, services and infrastructure points, which are included in the ecosystem that the customer becomes part of when interacting with your product or service.
To the customer, your company is one big team: They don’t care which department they talk to or interact with when they need help. They just want to get their questions answered and their problems solved. Being customer centric means that every dot on your customer life cycle has the focus to solve the customers needs first.
Need inspiration or a subject matter expert? I always focus on making knowledge visible and accessible on any organization level, ex; self leadership, how'to use service design, tech vs business...etc, through valid content, talks or workshops.
Want to move a market or department? Then lets locate existing touch-points and grade each with a processe or customer centric value, hence every point has a connection to another point, that might be the problem or solution.
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