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What's the best way to implement agile and lean customer experience projects?

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Customer experience (CX) is the sum of all the interactions and emotions that customers have with a brand, product, or service. It can make or break a business, especially in today's competitive and digital world. That's why many CX leaders are looking for ways to implement agile and lean methods in their projects, to deliver faster, better, and more customer-centric solutions. But what does it mean to be agile and lean in CX, and how can you do it effectively? Here are some tips and best practices to help you get started.

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1 Understand the value

Agile and lean are not just buzzwords or tools, they are mindsets and principles that guide how you approach CX projects. Agile means being flexible, adaptive, and responsive to changing customer needs and expectations. Lean means eliminating waste, focusing on value, and optimizing processes. Both aim to deliver value to customers quickly and continuously, while learning from feedback and improving along the way. To implement agile and lean CX projects, you need to understand the value they bring to your business and your customers, and align your goals, strategies, and metrics accordingly.

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Greig Orrell

Business Growth Coach | Small Consistent Steps = Big Wins | Helping Established SMEs Reach Their Growth and Profitability Goals | Building Stronger Processes and Systems using Data for Lasting Success
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Absolutely! By embracing these mindsets, businesses can not only stay attuned to their customers' evolving preferences but also streamline their operations for maximum efficiency. It's important to foster a culture of open communication and collaboration among teams, allowing for quick adjustments based on customer feedback. Remember, the synergy between agility and leanness empowers companies to continuously enhance their CX offerings, thereby forging stronger customer connections and staying ahead in today's dynamic market.

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Shivanshi Marwah

Real Estate & Facilities | Workplace Solutions | Asset Services
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Drawing on my hotelier and MBA candidate perspective, optimizing agile and lean methodologies for customer experience projects blends adaptability and efficiency. In hospitality, as in other sectors, agile fits shifting guest preferences. Cross-functional teamwork, like hotel coordination, embeds agility – stand-ups mirror front-desk briefings, enabling real-time adjustments. Lean principles, innate to hoteliers, optimize resources and translate smoothly. Streamlined processes, like swift check-ins, resonate. Equally vital is KPI alignment, leveraging NPS and CSAT. This synergy, supported by data-driven insights and a controlled experimentation culture, forms a recipe for transcendent customer experiences.

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2 Start small and iterate

One of the key benefits of agile and lean CX projects is that they allow you to test your ideas and assumptions with real customers, before investing too much time, money, or resources. Instead of following a rigid plan or a long-term roadmap, you can start with a small and manageable scope, and iterate based on customer feedback and data. This way, you can validate your solutions, learn from your mistakes, and pivot when needed, without wasting resources or losing sight of customer needs. To start small and iterate, you need to break down your project into smaller chunks or sprints, define clear and measurable outcomes, and use tools like prototypes, MVPs, or experiments to test your hypotheses.

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3 Collaborate and communicate

Agile and lean CX projects require a high level of collaboration and communication among different stakeholders, such as CX teams, developers, designers, marketers, and customers. You need to involve everyone in the project from the start, and keep them updated and engaged throughout the process. You also need to foster a culture of trust, transparency, and feedback, where everyone can share their ideas, opinions, and insights, and learn from each other. To collaborate and communicate effectively, you need to use tools like user stories, personas, journey maps, or kanban boards to define and visualize your project scope, requirements, and progress. You also need to use tools like surveys, interviews, or analytics to gather and share customer feedback and data.

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Feritter O.

Customer Experience & Business Development Specialist | Driving Client Satisfaction & Revenue Growth
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From my experience, I believe successful Agile and lean CX projects do depend on strong collaboration and communication. It's all about involving everyone from the get-go; CX teams, developers, designers, marketers, and customers. Keeping everyone engaged and informed builds trust and transparency, fostering a culture of shared insights. Utilizing tools like user stories, personas, and journey maps helps define and track project goals. Equally vital is collecting customer feedback through surveys, interviews, and analytics. This approach ensures we're creating solutions that truly resonate and constantly evolve.

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4 Learn and improve

Agile and lean CX projects are not only about delivering value to customers, but also about learning from them and improving your solutions. You need to measure and monitor the impact of your project on customer satisfaction, loyalty, retention, or advocacy, and use the data to inform your next steps. You also need to reflect on your own performance, processes, and practices, and identify what worked well and what didn't, and how you can improve them. To learn and improve, you need to use tools like KPIs, metrics, or dashboards to track and analyze your project results. You also need to use tools like retrospectives, reviews, or feedback sessions to evaluate and improve your project methods.

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Feritter O.

Customer Experience & Business Development Specialist | Driving Client Satisfaction & Revenue Growth
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As a Customer Experience professional, I see Agile and lean CX projects as a continuous learning journey. It's not just about delivering solutions, it's also about understanding customer experiences to drive improvement. Metrics like satisfaction and loyalty are my compass, guiding future steps. Reflecting on what works and refining processes is equally vital. KPIs, dashboards, and retrospectives are my allies in this pursuit. This learning mindset isn't just a strategy but also my commitment to providing the best for my clients.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What's the best way to implement agile and lean customer experience projects?

1

2

3

4

5

1 Understand the value

2 Start small and iterate

3 Collaborate and communicate

4 Learn and improve

5 Here’s what else to consider

Customer Experience

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What's the best way to implement agile and lean customer experience projects?

1

2

3

4

5

1 Understand the value

2 Start small and iterate

3 Collaborate and communicate

4 Learn and improve

5 Here’s what else to consider

Customer Experience

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