Will we be a product-led, engineering-led, or sales-led organization? Will we be values-led, as in led by our company values? We will be value-led: how much value we can frequently create...
Delta CX Models
Empathy – Knowledge – Action™
Empathy (Alone) Doesn’t Solve Problems Step 1: create empathy. Just have empathy for users. Design thinking is about empathy. UX work requires empathy. Empathy, empathy, empathy. Design...
Delta CX Behavior Triggers™
Where Are Metrics Failing Us? Metrics can show us that customers stopped at a certain point in a process, chose not to buy, or didn’t make it through an important task. Yet the metrics...
Change Dependency Map
Many of the elements and situations that are blocking improved customer- centricity are often intertwined. Since many of our internal pain points feed each other, there will be changes...