Rewiring Your Organization for Customer Engagement
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Rewiring Your Organization for Customer Engagement

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The pace of change and customer expectation is moving companies into cardiac arrest - what are the symptoms, what is the cure? ...

The pace of change and customer expectation is moving companies into cardiac arrest - what are the symptoms, what is the cure?

Our world and future business opportunities are continuously emerging through advances in design and technology, and wider social and economic change. Organisations must continually revisit the question, “What business are we in, and where should we be?”. This session will discuss how to embrace business model and product innovation by building a culture of continuous experimentation and learning, to transform your organisation to an adaptable, resilient Lean Enterprise.

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Rewiring Your Organization for Customer Engagement Presentation Transcript

  • 1. REWIRING YOUR ORGANIZATION FOR CUSTOMER ENGAGEMENT Joanne Molesky & Barry O’Reilly @jemolesky #LeanEnterprise @barryoreilly
  • 2. ADAPTING TO CUSTOMER EXPECTATIONS Maximum value is delivered when people work together Technology is a strategic capability
  • 3. FOCUS ON YOUR CUSTOMERS What matters to our customers? Who are our customers?
  • 4. WHY IS THIS SO HARD? The main obstacles to improved business responsiveness are slow decision- making, conflicting departmental goals and priorities, risk-averse cultures and silo-based information. Economist Intelligence Unit: “Organisational agility: How business can survive and thrive in turbulent times”
  • 5. PEOPLE MAKE IT HAPPEN •  Provide Leadership •  Hire and retain the right people •  Create a learning environment •  Foster good decision making by creating visibility and transparency
  • 6. CULTURE IS WHAT YOU DO
  • 7. HOW DO WE GET OUR PEOPLE TO ENGAGE WITH CUSTOMERS Our people Our customers
  • 8. Enterprise Loop Lean Enterprise Loop CONNECTING WITH CUSTOMERS THROUGH OUTCOMES
  • 9. Evidence-based decisions on outcomes Create an experiment to test it BRING CUSTOMERS INTO THE TEAM
  • 10. INTUIT - SNAP TAX
  • 11. REDUCE OVERALL RISK
  • 12. ●  Go and See the work WHAT CAN I DO TOMORROW?
  • 13. ●  Go and See the work ●  Map out end to end flow of value WHAT CAN I DO TOMORROW? Customer Cash
  • 14. ●  Go and See the work ●  Map out end to end flow of value ●  Implement and amplify feedback loops WHAT CAN I DO TOMORROW?
  • 15. MAKE IT YOUR OWN http://askabiologist.asu.edu/sites/default/files/resources/articles/scientific_method/ Make Observations Formulate Hypothesis Design Experiment Measure Outcomes Adjust based on Learning
  • 16. THANK YOU Joanne Molesky Barry O’Reilly #LeanEnterprise