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Strengthening CX through Agile Ecosystems

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Strengthening CX through Agile Ecosystems by "Urmila Kandha" from "Deutsche Bank" and "Laxman Murugappan" from "Academy of Customer Experince". The presentation was done at #doppa17 DevOps++ Global Summit 2017. All the copyrights are reserved with the author.

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Strengthening CX through Agile Ecosystems

  1. 1. #DOPPA17 Strengthening CX through Agile Ecosystems - Urmila Kandha & Laxman Murugappan 9th September 2017
  2. 2. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) Why are we here? In the next 40 minutes, we will discuss collaboratively how Agile Ecosystems in Enterprises can foster strengthening of Customer Experiences by building the right mindset and culture with existing capital, infrastructure and human assets.
  3. 3. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) CX - What is it? Customer Experience (CX) is the sum of all interactions a customer has with the organization, during their relationship with the organization
  4. 4. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) Customer’s perspective of Experience Doing Actions which are executed by customers to meet their needs? What are the key actions? Thinking How do customers judge their product experience? What do they expect? Feeling Which emotions do customers have on their journey? What are the ups and downs? Organization’s perspective of Experience
  5. 5. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) Pain Points Identification of Pain Points & optimization of operations/process Innovation Ignite & Create Innovation environment Lens Gain Foresight on current & future opportunities Deliver Deliver & Align Proposition to the Perception Co-Create Co-Create with Customers, Employees, Partners CX Culture Enable Customer Centric culture Marketing & Branding Input stories for Marketing & Branding CX is Important for
  6. 6. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) Why CX is a top priority on the CIO’s Agenda?
  7. 7. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) What is Agile? o Agile is a culture, not a process o It is an attitude that has no boundaries o Agile Transformation of a Enterprise involves increasing business value and reducing risk through a people centric culture and focus on CX o Agile Manifesto - Values and Principles - how they relate to Customers and their experiences
  8. 8. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) What is an Agile Mindset ?  Agile Mindset - What is it & How does it impact CX?  Fixed Mindset Vs Growth Mindset (Limitation Mindset Vs Possibility Mindset)  Doing Agile Vs Being Agile  Organizational Agility Vs Agile Teams  Agile Mindset manifestation through multiple practices  Enabled through Continuous Improvement, Fast & Frequent feedback and Celebration of small wins
  9. 9. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) Enterprise Agility and CX  What is Enterprise Agility?  Why is it important?  How does it impact CX?  Aligned Perspectives ( The 3 Amigos)  Fail fast to succeed early  Iterative development of idea to final product with business collaboration  Frequent feedback that enables product refinement as per Customer needs  Value Delivery leveraged by the architectural runway  Continuous Improvement through Retrospectives factored in iterations  What are the common enterprise impediments for an Agile Culture?
  10. 10. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) Technology Enablers for Superior CX in an Agile Ecosystem  Omni-channel Customer Journey and technology enablers  Digital Continuum for the Engaged Customer  Personalization through Sentiment Analysis, Machine Learning and Deep Learning  Moving beyond the Analytical Lens - Getting Predictive  Experience Focussed Engineering (XFE) for a WOW CX  Translating ideas into products through collaborative platforms and a cohesive team
  11. 11. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) Features of Agile & CX
  12. 12. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us) Can Agile Ecosystems strengthen the CX Pyramid?
  13. 13. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us)
  14. 14. #DOPPA17 As a author of this presentation I/we own the copyright and confirm the originality of the content. I/we allow Agile testing alliance to use the content for social media marketing, publishing it on ATA Blog or ATA social medial channels(Provided due credit is given to me/us)

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