A framework to embed agility in the firm's strategy

1. Never was anything great achieved without
danger
To become game-changing leaders who achieve things beyond the norm we need to be
willing to do things beyond the norm

2. Key Drivers
• Business boundaries are changing
– Facing VUCA
– Digital transformation causing cross-sectors
convergence.
– Business models disruption
– Competition will not come from the traditional
• iSMAC
– IoT, Mobility, and Analytics are the focus of
differentiated offerings. Cloud & Social increasingly
becoming commodities.
• As much as it is important to know what we need
to do, we must also know what we shouldn’t do.

3. Market
Customer
Opportunities
Problems
Relevance
Values
Guiding Principles
Responsibility

6. • Customer journey Mapping
• Design Thinking
• Business model & Value proposition Canvas
• UCD + Lean Start-up + Agile
Methods & Tools to use

7. Know the Customer through Journey
Mapping
• Who is the customer?
– Persona
– Attitudes/Behaviors
– Expectations
• Keep getting insights
– Market Research
– Focus groups
– Talk to them directly
– Job Shadowing
• Their stated needs translated into real needs (Conversation => Translation =>
Validation => confirmation)
• Focus on the total experience
– All touch-points
– Channels
– on Stage/backstage processes
• Current Friction Points.
• Focus on things that matter in their Journey.
• Find out how to make sure we meet their need when they need it

8. Key Success factors
• Organizational Alignment
• Organizational Agility
• Executive Commitment
• Capabilities Assessment
• Getting Customer Insights
• Competitive Intelligence
• Market Research
• Stay on top of Emergent technologies
• Consistent Branding & Messaging Internal/External
• Become Customer-Focused/Product-driven organization
• Focus on the Total Customer Experience