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How do we know if we are producing value for our customers and why is this important? From a customer experience perspective one way to…
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“The pandemic exposed the lie that was digital transformation,” says Alan Webber, program vice-president, customer experience at IDC (1). As the mid- and/or post-pandemic pressure…
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Today models are everywhere from big Google-sized problems to tiny optimizations like customer journey conversion rate. But models are not mirrors of reality, “models are…
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Every customer engagement is unpredictable as it is by its nature a chain of unknowable actions and reactions that might come from you, anyone or…
Design depends largely on the sum of all constraints — Charles Eames https://youtu.be/3xYi2rd1QCg Design is not to have a beautiful idea and protect it against…
Combining Jobs-to-be-done with experimentation offers an effective way for the team to start learning and seeing the world from the customer perspective. While strategic statements…
Why do we need metrics? My suggestion: to make better decisions. Any metric we use should be either an experiment (we think x will happen if we…
The customer is only one of many moving pieces in a market and focusing on the customer might not always be the best way to…
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The digital transformation we are in right now is not our first technological transformation. In fact these transformations, or cycles happen every half century or…
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This is part of my manuscript for a session with Keen Bull on how additive manufacturing will impact the world, at this years DIF-festival. We…
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