🔈 We all know that the work doesn’t end when someone becomes a customer; yet, many businesses are not organized to bring the best experiences to their customers. Our client, John Zimmerer at Top Down Systems, recently wrote a series of blog posts analyzing how businesses can avoid pitfalls in the way of a great customer experience. He takes a look at several industry reports and analyses, and discusses how businesses can move from a siloed customer experience approach, which is rather common, to one where the customer experience fits into the very fabric of an organization.
Agile can be a great way to promote innovation and address unpredictability in development and design. Sometimes though, you hear stories of things going sideways. Here’s one such story: Imagine a software project started with much fanfare and best intentions; a dev team and a design agency that were all set for a powerful, self-organized, collaborative experience; a seasoned Scrum Master who would be the ideal efficiency shepherd. They were an enthusiastic team, poised for success, but a couple of weeks into their first sprint, tensions started soaring and the team quickly felt itself drifting into the redzone of sabotage and self-destruction.