Onze ideeën

Last month, I attended an event on what hopefully will become a new community of knowledge and practice: strategic enterprise design. At INTERSECTION (Paris, 16-17 April 2014), the communities of experience design and enterprise architecture and design hooked up, each with their own views, opinions and insights on the enterprise of the future. The conference […]

Retail banking has changed significantly in the past fifteen years, with the standard operating model now including touchpoints and technologies far removed from traditional counter-based transactions. A recurrent focus on the customer is at the core of these changes, according to a recent post.

Each year, research consultancy Gartner surveys the Unified Communication marketplace – the vendors responsible for hardware and software driving enterprise-scale telephony and communications systems. The 2013 edition cites a number of “clues to the future”, and one of the important factors for the future of this sector is at the core of what we do: […]

Recently, Adaptive Path hosted their first Service Experience (SX) conference in San Francisco. The event brought together speakers and attendees from companies, agencies, and public sector organizations. Sketchnotes and some presentations are now available online.

Customer experience is a differentiator that allows companies to compete and succeed on something other than price, and its value is well-established. What are the unique messages that marketeers should take to heart to address CX? This Econsultancy interview has some advice.

As a means towards innovation and customer-centricity, “design thinking” is lauded as a technique to infuse creativity throughout an organization. We know it’s being taught to future business leaders at places like Stanford’s d.school, but how’s it being applied in the real world? Global enterprise services leader Citrix provides an interesting example.

Despite the increasing prevalence of digital-only services, our daily lives are still comprised of many person-to-person interactions with service providers. From restaurant waitstaff to call center agents, our experience with services is heavily influenced by those we engage with. Focusing on the customer experience is at the heart of successful organizations, and good employee experience […]

Earning a competitive advantage is a hard-fought battle, and there are many areas on which to focus company efforts. What investments have the best results in delivering that advantage? Customer experience (CX) is one.

Recent research published by Forrester in the Harvard Business Review has uncovered a disconnect in how customer experience professionals are aiming to deliver innovation. Despite their hard work, misguided approaches too often fail to deliver the experiences customers truly value.

Suggest to a board level executive that they double the number of retail outlets – or expand product lines sold in a web shop – and they might easily envisage the required investment and predicted profits. Selling the value of a design project is notoriously more difficult, however.

We’ve previously looked at the role of Chief Customer Officer (CCO), through the eyes of someone in the role. But what can be learned about this up-and-coming job title through surveying multiple people? Forrester’s Paul Hagen stepped in to find out.

Establishing the value of design in today’s large-scale enterprises is a difficult challenge. Inflexible IT structures, a change-resistant organizational culture, or perceived cost might all be to blame. An external player with clout and authority is one way to get it done, and a new approach promoted by Deloitte is doing just that.

Milan Guenther’s recently-published “Intersection: How Enterprise Design Bridges the Gap Between Business, Technology and People” takes an in-depth look at the broad set of disciplines and techniques that fall under the term “enterprise design” – a subject close to our heart.

Recently we’ve looked at the business aspects of UX management, from the characteristics of successful UX teams, to the role of the UX manager itself. An in-depth look and analysis of UX management itself seems in order.

Hierarchical structures and organizational silos are common within modern businesses, but their existence both hampers customer experience and impedes efficiency, according to some. In this post, we look at both issues, and solutions that have been proposed.