Traditionally companies took up their marketing strategies based around the intrinsic value of their products on offer, the convenience of the processes and functions. However, some pioneering companies have now designed the same around the customer experience. The right metrics have also been put in place to capture the required business intelligence. These metrics capture data on various stakeholders such as – customers, performers, operations, compliance and the economics of the processes. Thanks to the provision of agile software now, this is feasible. Such agile methods are ideal for fostering innovation. The entire customer journey needs to be mapped and defined by a series of specific taxonomy. The talent recruitment must be such that teams reflect cross-functional capabilities. Clear goals need be established with an effective feedback loop attached. If needed, the operating model may be tweaked in the middle to enable upscaling.

Source:http://www.bain.com/publications/articles/experience-is-the-new-product-heres-how-to-manage-it.aspx

Uploaded Date:18 July 2018