cxo retail breakfast
Post on 23-Jan-2018
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FIND YOUR WAY TO LOYALTYby aligning the customer experience with your
organizational capabilities
R e t a i l b r e a k f a s t
ALIGNING THE DIMENSION IS LIKE TETRIS
Organizational Capabilities
Customer experience
BUT LET’S GET TO KNOW THE PIECES FIRST
Customer experience
75 HAMBURGERS A SECOND
4
OUTCOMES ARE VALUES
5
DOUBLE DIAMOND
6
understand define explore create
Find Solve
7
FIND THE NEED
EXPERIENCESCHOICESAVINGS PRESTIGEADVICEAUTONOMY
RELEVANT
DOUBLE DIAMOND
9
understand define explore create
Find Solve
10
CREATE A SOLUTION HYPOTHESIS
11
BUILD - MEASURE - LEARN
12
CONTINUITY
ALIGNING THE DIMENSION IS LIKE TETRIS
Organizational Capabilities
Organizational Design
ITCustomer
Experience
AND THERE ARE MORE THAN 2 PIECES
YOU NEVER KNOW WHAT IS GOING TO HIT YOU NEXT
15
A KATA FOR EVERY PIECE
16
IMPROVEMENT KATA BY TOYOTA
17
ITERATE
Laura Dietze @northernsun23
ldietze@thoughtworks.com
THANK YOU
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