Transforming Businesses Towards Customer-Centricity

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In an era of faster, faster, faster, our workplaces are sacrificing quality, collaboration, and the customer experience to “just ship it.” Business goals don’t seem to overlap with customers’ needs. Companies hire anybody who threw buzzwords on their resume without knowing how to assess talent. Customers don’t want Minimally Viable anything, but we keep serving that up.

Customers notice when we get it wrong. Our competitors, investors, shareholders, the press, bloggers, and social media notice. Morale suffers, and we might have trouble retaining or hiring the best practitioners. Great customer experiences require the right team and strategies in place to predict and mitigate the risk of delivering wrong or flawed products, services, and experiences (PSE). Marketing and sales initiatives have uphill battles when we are offering PSE that are difficult to learn, frustrating to use, or not meeting customers’ real needs.

No matter what an Agile coach, Scrum master, or stakeholder declares, the customer decides what is “quality,” “done,” and “good enough.” This session has actionable advice and models for how you can start shifting process, teams, and our companies towards true customer-centricity.