The goal of any measurement is better decisions. How can our measurement invite and support better questions and decisions across the organization? — The attached deck and highlights is from a presentation I was invited to share at the 13th Annual Customer Experience Management Summit in October this year (2022). In this article I am sharing the slide show via Google Slides and a few slides with comments below.

If you are in need of a good read these are 12 books which helped me better understand and connect the humans behind our customers with the power and limitations of our data. — 1. You look like a thing and I love you, Janelle Shane Shane explores how Artificial Intelligence (AI) works by building and breaking solutions using AI and Machine Learning. The book is a very good gateway to how these dark boxes work. It’s funny and eye opening. https://www.janelleshane.com/book-you-look-like-a-thing

Jobs-to-be-done has become standard practice for discovering and describing what the customer values that is relevant to the business. It clarifies what progress the customer desires that motivates her needs. The business can benefit from the same clarity and customer centricity when setting its own strategy. — Download Jobs-to-be-done for business canvas here. Jobs-to-be-done for the customer: Using Jobs-to-be-done the team discovers and articulates what progress the customer is trying to achieve or what struggle they are trying to overcome within which context in order to achieve what desired outcome. …

Every method and practice has a problem-fit. Design Thinking is optimal for a certain type of opportunities, do you know which? — Design Thinking has unlocked the customer and introduced a creative approach to problem solving for countless of organizations. As with every solution it needs the right problem to solve. So when is the answer Design Thinking and when is it not? #Introduction — two perspectives

Do we blame the solution or the problem when something doesn’t work? — Remko Vermeulen (1) is credited with saying “75% of startups fail because they are solving problems that don’t exist.” Could this be true for every business, not just startups? If maybe not 75%, then 35% or 24%? Are we spending too much time on made-up problems that will never succeed…

Customer Value propositions are powerful tools helping the organization discover what it takes to deliver on their strategy. I’ve always found that the Internet was missing a good guide to creating Customer Value Propositions, so I decided to make one. — You can download the canvas here. Part 1 — What do you need to know about Customer Value Propositions? 1. What is a Customer Value Proposition? Customer Value Propositions clearly ask the company what capabilities it can combine in order to produce what important an unmet value to the customer that will lead to which outcome.

Designing a customer way-of-working means subtle shifts within the organization leading to radical changes in outcomes. It’s not a disruptive exercise. It only requires using key levers motivating the company to want to change. — The impact can be enormous: “.. however when you see companies, entities that are actually doing it [changing to a new logic, business model, commercial framework] you see enormous growth and success and enormous release of economic value” — Shoshana Zuboff (1)

The customer is not a touch point she is a rich resource for the organization, fueling decisions and inspiring new questions across and deep into how we organize, make decisions about and listen to the world. — Here is a brief take from my own experience of four areas where the customer shows up to make a big difference.

What is systems thinking and how does it add value to a designer’s thinking, methods and practice? These are learnings from my own experience as both a systems thinking practitioner and from up-skilling leadership and teams around the world. — 1. What is a system? A system is a group of interrelated elements organized towards a shared outcome. e.g. a breakfast table with dishes, utensils and food stuffs is not a system. One does not influence the other. …