Is your transformation a “revolution” or an “evolution”?
Revolution appeals more to the futurists who see all of the faults of the current and the opportunities that are in front of them.
Evolution appeals more to those that would derisk the leap of faiths and the ability to think ahead about the future.
For a few years now customer experience and employee experience have been a top table conversation.
I sense a new era is emerging as we go further into to the 2020s and that’s one of going beyond engagement to an era of more informative creative ways to engage in a more entertaining way and also going beyond frictionless efficiency drivers to creating experiences that enhance well being, inclusivity and mindfulness.
Viewpoints of many different disciplines need to be considered in order to implement a holistically designed enterprise.
Viewpoints of many different disciplines need to be considered in order to implement a holistically designed enterprise. Interests of disciplines closer to purpose and customer value (like service- or UX designers) must be negotiated with disciplines closer to feasibility (like business- or software architects).