Customer Experience Design

Customer experience design is the discipline of ensuring business improvements are directed by improved customer experience outcomes. Rather than start with the problem statement or opportunity the organisation wishes to exploit, the customers needs and expectations (known or untapped) are the basis for exploration.

Customer Experience Design integrates the Customer Centric Operating Model with the methods of continuous improvement as well as brand management. The three disciplines as a design methodology present a powerful and ultimately succesful approach to customer-centricity.

  • Customer Centric Operational Blueprint
  • Continous Improvement
  • Brand Experience Management

Connections between the brand, customer experince design and the operational management generates a coherent,  sustainable and differentiating customer-centric model.