The integration of digital into organisations; corporations; government; associations will continue relentlessly as leaders remove the barriers that are keeping them from maximizing the potential impact of new digital technologies driving growth in a connected world though an “enhanced customer experience".
The success of implementing a customer /client/ user experience is linking the customer experience to value - value created by an customer experience.
User / customer / client experience is not just limited to the digital or retail environment, it extends to every aspect of every business that exist today and its survival depends on deliver an user / customer / client experience.
An enhanced customer experience, the result of a designed customer journey will be the differentiator from other providing similar project service. Designing a customer experience in projects require us to transform the way we “engage our clients” and transforming the way we “engage our teams”.
Are our projects making our clients successful? Are we making them competitive; are we enabling them to get their products & services in time to market while they focus in their core business and strengths? These are some questions we need to ask ourselves and our team.
Firms that do not change to meet the expectation of the customers and clients of the digital age in a slow growth economy will find themselves disrupted. It will only be a matter of time. As Brian Solis states: “There will be an Uber for every industry”
