Looking Beyond Agile - Using Customer Experience Management (CEM) To Build the Right Product - Global Scrum Gathering Prague Nov 2015
Customer Experience management (CEM) and Agile are two current buzz words in the industry that everyone is talking about. This presentation will describe the key principles of both philosophies and demonstrate how these two approaches align. Agile is about delivering customer value frequently and early. However, it is not only about doing Agile really well, but ensuring that we are delivering the product that meets customer expectations. Gartner defines CEM as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” Therefore, using CEM, it allows organisations to determine what true customer value really is, and enables you to prioritise features and items on the product backlog based on this value. This approach ensures that you are truly meeting your customer needs, and in doing so, providing a competitive advantage for your organisation. The presentation is a 45 minute talk that will focus on how these two levers align to deliver true customer value as well as introducing practical techniques to derive a product backlog that meets your customer needs.
