cxo retail breakfast

18
FIND YOUR WAY TO LOYALTY by aligning the customer experience with your organizational capabilities Retail breakfast

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Page 1: CXO retail breakfast

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

Page 2: CXO retail breakfast

ALIGNING THE DIMENSION IS LIKE TETRIS

Organizational Capabilities

Customer experience

Page 3: CXO retail breakfast

BUT LET’S GET TO KNOW THE PIECES FIRST

Customer experience

Page 4: CXO retail breakfast

75 HAMBURGERS A SECOND

4

Page 5: CXO retail breakfast

OUTCOMES ARE VALUES

5

Page 6: CXO retail breakfast

DOUBLE DIAMOND

6

understand define explore create

Find Solve

Page 7: CXO retail breakfast

7

FIND THE NEED

Page 8: CXO retail breakfast

EXPERIENCESCHOICESAVINGS PRESTIGEADVICEAUTONOMY

RELEVANT

Page 9: CXO retail breakfast

DOUBLE DIAMOND

9

understand define explore create

Find Solve

Page 10: CXO retail breakfast

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CREATE A SOLUTION HYPOTHESIS

Page 11: CXO retail breakfast

11

BUILD - MEASURE - LEARN

Page 12: CXO retail breakfast

12

CONTINUITY

Page 13: CXO retail breakfast

ALIGNING THE DIMENSION IS LIKE TETRIS

Organizational Capabilities

Organizational Design

ITCustomer

Experience

AND THERE ARE MORE THAN 2 PIECES

Page 14: CXO retail breakfast

YOU NEVER KNOW WHAT IS GOING TO HIT YOU NEXT

Page 15: CXO retail breakfast

15

A KATA FOR EVERY PIECE

Page 16: CXO retail breakfast

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IMPROVEMENT KATA BY TOYOTA

Page 17: CXO retail breakfast

17

ITERATE

Page 18: CXO retail breakfast

Laura Dietze @northernsun23

[email protected]

THANK YOU