Customer Experience

In the complexity of the globally-connected digital world, uncertainties and the assumptions on how to overcome them, hinder organizations from achieving their objectives. Enter rapid experimentation – a dynamic process that allows businesses to test ideas, challenge assumptions, and reduce the risk of failing. Rapid experimentation holds immense value in generating evidence to support decision-making, inform strategies, and propel businesses toward success.

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What’s so interesting about KPIs and OKRs is every few years there’s a new framework for metrics, but essentially, they’re always about outcomes. So, what are the desired outcomes?
We want more customers. We want happier customers. We want more revenue, more growth, and more market share.

That's going to keep the bosses happy and their bosses happy. And ultimately, will make investors and Wall Street happy. The challenge is when we’re down levels from those mega-desired outcomes, we don't feel like we can influence them too much.

we need to double down on understanding our customers deeply in order to build products that provide value. Old market research techniques just aren’t effective in the face of massive uncertainty. Product managers should be out doing this. Designers should be out doing this. Engineers should be going along for the ride. Build exploration into your regular work to improve efficiency of execution. Running experiments helps reduce risk and waste, not to mention that it provides real-world data to enable high-confidence decision-making.

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On this episode of Disruption Proof, we're discussing uncertainty in the market and how to go about it. The default nature of a new business is . There is no blueprint yet for building, marketing, selling and delivering new value for customers. The first step is (or ought to be) understanding the market needs. This requires interviewing potential customers and running experiments all before building any of it. In this episode, you'll learn how to undergo this exploration.

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This episode covers how you can properly 'survey' your customers so you can better understand them. We often lead customers on and are looking for confirmation bias when making decisions. Brant Cooper, NYT bestselling author and founder of Moves The Needle will go through how to properly pull data and make customer-centric decisions.

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This podcast covers, what is opportunity discovery and what it means to find new opportunities within your organization.

In this episode, we are joined by Michelle Brigman, Director of Customer Experience at 7-Eleven. Michelle shares how, in the face of the global pandemic, 7-Eleven quickly shifted to ensure their over 68,000 store owners and franchisees could continue to meet their customers’ needs. She also provides insight into 7-Eleven’s COVID19 Command Center and how they use this to rapidly collect and respond to insights gained from all parts of their business.

Faced with immense and accelerating challenges, winning organizations are developing three customer-centric disciplines: Designing for Delight, Delivering for Delight, and Engaging Customers, Talent, and Partners for Delight. Learn practical steps your organization can take win new customer, retain existing customers, and build a culture of rapid learning and innovation.

Editor’s Note: This Podcast is a recording of a Live broadcast where we interviewed Mike Kendall as part of Customer Experience Week.

We are witnessing an amazing acceleration of new products, services, and delivery methods. Many companies and even entire industries have been radically affected (think Department Stores, RIM Blackberry, Kodak, Blockbuster, and many others). There are new rules, principles, and ways of working for success in the customer-driven economy.

Market research has an important role to play in product development. Learning fast and taking action upon insights is the key competitive advantage. Leaving that up to one siloed department can be setting yourself up for failure.