All bird posts about organization

Tomorrow’s retail banking: What’s driving change?

Retail banking has changed significantly in the past fifteen years, with the standard operating model now including touchpoints and technologies far removed from traditional counter-based transactions. A recurrent focus on the customer is at the core of these changes, according to a recent post.

Recognizing the importance of UX for the Unified Communication marketplace

Each year, research consultancy Gartner surveys the Unified Communication marketplace – the vendors responsible for hardware and software driving enterprise-scale telephony and communications systems. The 2013 edition cites a number of “clues to the future”, and one of the important factors for the future of this sector is at the core of what we do: User experience.

SX Conference: ‘Design for the connected age’

Recently, Adaptive Path hosted their first Service Experience (SX) conference in San Francisco. The event brought together speakers and attendees from companies, agencies, and public sector organizations. Sketchnotes and some presentations are now available online.

Design thinking in action

As a means towards innovation and customer-centricity, “design thinking” is lauded as a technique to infuse creativity throughout an organization. We know it’s being taught to future business leaders at places like Stanford’s d.school, but how’s it being applied in the real world? Global enterprise services leader Citrix provides an interesting example.

The employee experience matters too

Despite the increasing prevalence of digital-only services, our daily lives are still comprised of many person-to-person interactions with service providers. From restaurant waitstaff to call center agents, our experience with services is heavily influenced by those we engage with. Focusing on the customer experience is at the heart of successful organizations, and good employee experience plays a role here too.

Design as a discipline

Establishing the value of design in today’s large-scale enterprises is a difficult challenge. Inflexible IT structures, a change-resistant organizational culture, or perceived cost might all be to blame. An external player with clout and authority is one way to get it done, and a new approach promoted by Deloitte is doing just that.

“Intersection”: A comprehensive look at enterprise design

Milan Guenther’s recently-published “Intersection: How Enterprise Design Bridges the Gap Between Business, Technology and People” takes an in-depth look at the broad set of disciplines and techniques that fall under the term “enterprise design” – a subject close to our heart.

A better employee experience drives a better customer experience

“Put your staff first, customers second, and shareholders third.” If that advice sounds illogical, you might expect it’s come from someone with little business success to speak of. But think again; it’s from none other than Sir Richard Branson (who, not coincidentally, knows a thing or two about customer experience too).

2013, the year of the chief customer officer?

Profile of a CCO at an enterprise software company

With predictions from marketing, technology and customer experience for 2013 in full swing, changes in the boardroom are emerging as far as customer advocates are concerned. In an interview with Marchai Bruchey (CCO of Thunderhead), Neil Davey discusses her role, activities, and responsibilities as a chief customer officer, making corporate culture more customer-centered.