For a few years now customer experience and employee experience have been a top table conversation.
I sense a new era is emerging as we go further into to the 2020s and that’s one of going beyond engagement to an era of more informative creative ways to engage in a more entertaining way and also going beyond frictionless efficiency drivers to creating experiences that enhance well being, inclusivity and mindfulness.
Viewpoints of many different disciplines need to be considered in order to implement a holistically designed enterprise.
Viewpoints of many different disciplines need to be considered in order to implement a holistically designed enterprise. Interests of disciplines closer to purpose and customer value (like service- or UX designers) must be negotiated with disciplines closer to feasibility (like business- or software architects).
Businesses that are about intentionally designing their becoming are looking for the transformation. They are looking for the visionary architect, the structural engineer, they are thinking about knocking down and rebuilding, are rewiring and replumbing, they are looking for the new build or the significant rebuild.