Presentation held at EuroIA 2012 (27-29 september 2012, Rome).
See also: http://informaat.com/blog/helping-businesses-realize-profits-from-customer-experience-design-2.php
Helping businesses to solve a wicked problem: Getting profits from CX design
1. 1
INFORMAAT experience design
tackle
Helping businesses to solve a wicked problem
Getting profits from customer experience design
Peter J. Bogaards
EuroIA 2012, Rome (Italy)
2. 2
Disclaimer
1. Why the field of CX is important for the UX design community.
2. Approach to CX design can also be applied to other domains, like
government (CiX), health (PX), and education (SX).
3. No ‘one more thing’.
3. 3
ACT 1
In which the speaker explores the problem space
covering framing, wicked problems, business challenges, and business & customer experience (design)
4. 4
Recognize this?
• Project has high ambition.
• Stakeholders involved each with their own agenda: ‘making profit’.
• Applications need to communicate with back-end systems.
• You have the feeling, you’re jumping on a riding train.
• Resources are limited and constraints are multiple.
• User research is in fact market research.
• User involvement is minimal.
5. 5
What is framing?
“Framing refers to a set of concepts and perspectives on how individuals,
groups, and societies organize, perceive, and communicate about reality.”
Source: Wikipedia
9. 9
Tamed problem: Characteristics
1. Has a relatively well-defined and stable problem statement.
2. Has solutions which can be objectively evaluated as being
right or wrong.
3. Has solutions which can be tried and abandoned.
4. Has a definite stopping point.
5. Belongs to a class of similar problems which can be solved
in a similar manner.
10. 10
Tamed problem: UX example
1. Minimal usability
Relatively well-defined and stable problem statement.
2. Recommendations in action
Solutions which can be objectively evaluated as being
right or wrong.
3. A/B-testing
Solution can be tried and abandoned.
4. All recommendations implemented
A definite stopping point.
5. Usability test, expert/heuristic review
Belongs to a class of similar problems which can be
solved in a similar manner.
22. 22
Re-frame: Design for profitable customer experiences
• Unique: Each and every business organization at large.
• No final formulation: Each time you interview somebody, you hear a different story.
• Symtom of other problem: No shared vision > immature digital strategy.
• No stopping rule: The project ends when it runs out of resources.
• No list of ‘moves’ to a solution: Growing digital touchpoints.
• Only good or bad: There is no best design of a digital touchpoint.
• Always more explanations: Talk to the silo’s and you get all the perspectives.
• No solution has definite, scientific test: Business will ask: “Proof it!”
• Designers are responsible: The tricky part of taking responsibility.
25. 25
Digital disruption: Re-imagination of ‘nearly everything’
Artists & concerts Focus groups Personal services
Books Getting food quickly Pet care
Business collaboration Government subsidies Photography
Calling a cab Healthcare access Recruiting & hiring
Cars Home entertainment Rewards & satisfaction
Cash registers Home improvement Scrapbooking
Communication Idea building & funding Signatures
Computing devices Learning Sound
Connectivity Life stories Sports info
Coupons & local services Magazines Television
Crime awareness Manufacturing Thermostats
Data Marketplaces Video
Diaries Music Video creation & production
Distribution/Monetization of 'talent' Navigation Window shopping
Drawing News & information flows Yellow pages
Education Note taking
Engagement Personal borrowing & lending
26. 26
Digital disruption: Upcoming stunning changes
That’s interesting!
31. 31
A solid digital strategy
• Is aligned with the business strategy and with online customer interactions.
• Adds value in all phases of the business cycle of the customer.
• Offers personalized relevant content.
• Stimulates and facilitates interactions in all connections of the network.
• Uses media channels most suitable for the customer.
• Is available through relevant devices of the customer.
32. 32
Shift towards a comprehensive digital strategy 3.0
Digital strategy 1.0 Digital strategy 2.0 Digital strategy 3.0
te ive
g
hu e
tin
oc nc
tra ns
EO
gy
re
ke
ig g,
br e
ls e
o'
e es
ta reh
S
pa in
ar
oL
ns
m rtis
lm
y,
in pr
di mp
oM
ilit
Ca ve
O eb
ta
ab
Co
'S
Ad
gi
W
gi
nd
Di
nl
Fi
Integrated,
Fragmented, isolated efforts
orchestrated
33. 32
Shift towards a comprehensive digital strategy 3.0
Digital strategy 1.0 Digital strategy 2.0 Digital strategy 3.0
te ive
g
hu e
tin
oc nc
tra ns
EO
gy
re
ke
ig g,
br e
ls e
o'
e es
ta reh
S
pa in
ar
oL
ns
m rtis
lm
y,
in pr
di mp
oM
ilit
Ca ve
O eb
ta
ab
Co
'S
Ad
gi
W
gi
nd
Di
nl
Fi
# of customer touchpoints
Integrated,
Fragmented, isolated efforts
orchestrated
34. 33
Business & design
“Good design is good business.”
Thomas Watson Jr, 1973
“Design-focused enterprises (…) are guided by an organization-wide
understanding of who their customers are and how the design of their
products and services can best shape the customer experience.”
Gabriella Lojacono & Gianfranco Zaccai (2005), “The evolution of the design-inspired enterprise”
35. 34
Business & design: How they relate
Source: Roger Martin (2007) “Design and business: Why can’t we be friends?”
37. 36
Business & design: Core attributes of design thinking
• Ambiguity: Being comfortable when things are unclear or when you don't know the
answer.
• Collaborative: Working together across disciplines.
• Constructive: Creating new ideas based on old ideas, which can also be the most
successful ideas.
• Empathy: Seeing and understanding things from your customers' point of view.
• Holistic: Looking at the bigger context for the customer.
• Iterative: A cyclical process where improvements are made to a solution or idea regardless
of the phase.
• Nonjudgmental: Creating ideas with no judgment toward the idea creator or the idea.
• Open mindset: Embracing design thinking as an approach for any problem regardless of
industry or scope.
Aline Baeck & Peter Gremett (2011), in “UX Best Practices How to Achieve More Impact with User Experience”
39. 38
Customer experience (design)
“We define customer experience as how customers perceive their
interactions with your company.”
“The practices in the design discipline help organizations envision and
implement customer interactions that meet or exceed customer
needs. It spans the complex systems of people, products, interfaces,
services, and spaces that customers encounter in offline or online digital
media.”
Forrester (2012)
41. Source: North American Technographics® Customer Experience Online Survey, Q4 2010 (US)
59376
40 Source: Forrester Research, Inc.
Mature CX organizations excel at six disciplines
Figure 2 Mature Customer Experience Organizations Excel At Six Disciplines
Discipline Description
Customer The set of practices required to create and maintain a clear, consistent, and accurate picture
understanding of target customers and the experiences they want, even in the face of changing customer
expectations
Measurement The set of practices required to measure customer experience quality on an ongoing basis
across the entire enterprise and the use of that data to drive continuous improvement
Governance The set of practices required to monitor and manage customer experience quality in a
proactive way as part of the overall corporate governance system
Strategy The set of practices required to define a clear vision of the type of experience the company
seeks to deliver, linking that vision to the company’s brand and applying it to guide the
activities and resources of the organization
Design The set of practices required to determine the exact characteristics of interactions that meet
or exceed customer expectations of the brand
Culture The set of practices required to create and maintain a culture in which delivering a great
customer experience is embedded in the organization’s DNA
59376 Source: Forrester Research, Inc.
MARS: Scale of customer experience maturity
Missing Ad-hoc Regular Systematic
42. 41
Unify the digital experience across touchpoints
Key findings from recent Forrester research:
• An explosion of customer touchpoints is at hand
Digital customer experience today is defined primarily by websites, with mobile applications on smartphones
not far behind. And the future will include as many as 10 additional customer touchpoints. Deciding which
channels to incorporate into your strategy is crucial to defining your organization’s future in digital customer
experience.
• A unified experience requires the right people, process, & technology foundations
Customers expect consistency across the devices and apps they use. Unified experiences that cross
touchpoints demand improved yet common designs, consistent content assets and application code, and
delivery processes tuned for speed and harmonized skills and roles.
• Investments in unified experience foundations will pay off now
Investments in foundations for unified customer experiences will pay dividends in the short term. Firms
typically run dozens of different and uncoordinated web sites. Unified experience foundations will drive
efficiency into these situations while setting the stage for unified experiences across web, mobile, and other
touchpoints in the future.
43. 42
Unify the digital experience: Orchestration and choreography
Local heuristics
Global heuristics
44. 43
Two strategies to connect the UX & CX communities
1. Connecting with the business community to evangelize the added value of
Design in general and CX design in particular.
2. Connecting with the user experience (design) community to evangelize
the field of CX in general and CX design in particular.
45. 44
ACT 2
In which the speaker explores the solution space
covering focus on CX, collaboration, ways of working, visual communication, prototyping & connected design
46. 45
Full focus on the customer EXPERIENCE
Attractive Usable
Relevant Trustworthy
47. 46
Customer experience & technology
“In changing their focus, managers must also learn to view
existing and emerging technologies not as enhancers of
products, features and functions, but as facilitators of
experiences.”
C.K. Prahalad & Venkatram Ramaswamy (2003)
52. 51
Ways of working: Process characteristics
• Iterative Do I hear lean?
Initial design and life-cycle evolution
• Repeatable
Efficiency and ‘predictable’ outcome.
• Systematic
A set of interacting or interdependent
components forming an integrated whole.
Ries, E. (2011). The lean startup
54. 53
Visual communication
“Visual communication via diagrams,
sketches, charts, photographs, video,
and animation is fundamental to the
process of exploring concepts and
disseminating information.”
Maneesh Agrawala et al. (2011)
"Design Principles for Visual Communication"
Communications of the ACM
58. 57
Prototyping: Rationale
• Prototyping lets you fail sooner to succeed faster.
• Prototyping facilitates a continuous evolution of digital touchpoints.
• Prototypes give all stakeholders a clear understanding of the
touchpoint to be created.
• Prototypes prevent misunderstandings and misinterpretations that
typically arise with elaborate written requirement documents.
59. 58
Prototyping: Low-fidelity & high-fidelity
• Low-fidelity prototypes offer a great way to explore and test touchpoint ideas
without investing a lot of time and money up front.
• High-fidelity prototypes give downstream organizational units such as quality
assurance, sales and marketing a head start for their activities, decreasing the
overall time-to-market.
• High-fidelity prototypes provide developers with a rich, interactive definition of
the functionality and design envisioned for a specific touchpoint.
• High-fidelity prototypes let you test and validate overall design concepts and
the granular details of the experience.
62. 61
Prototyping: Tooling inefficiencies
1. Using different prototyping tools for different iterations of the prototype.
2. Using different prototyping tools for different aspects of the prototype.
3. Using different prototyping tools for different platforms.
4. Using different prototyping tools to do exactly the same task.
5. Inherent limitations and inefficiencies of the prototyping software.
Ritch Macefield, “(Why) Is UXD the Blocker in Your Agile UCD Environment? Thinking”, UXmatters (2012)
63. 62
Prototyping: Tooling 4th generation
1. Seamlessly handle all aspects of the prototyping activity.
2. Enable everyone to use the same software tools.
3. Provide support for multiple platforms.
4. Allow designers to embed specifications in prototypes.
5. Support multi-user prototyping.
Ritch Macefield, “(Why) Is UXD the Blocker in Your Agile UCD Environment? Thinking”, UXmatters (2012)
65. 64
Connected design: Top-down & bottom-up
INQUIRE CALCULATE PREMIUM
Reference dialogs
U s er a c t i o n s
Provide premium determinants
TOUCHPOINT AGNOSTIC
Search for
Vehicle price Review and
Provide Vehicle higher Provide address
identified? Yes No tune object without
Yes Vehicle ID than €75K? birthdate
characteristics postal code?
START
Calculate No
premium based Yes
on vehicle id
No Select vehicle characteristics
Customer portal
RESPONSIVE WEB
Employee portal
Touchpoints
INTERNAL WEB DESKTOP
Mobile app
iOS
Other
@
Service (blueprint) Dialogue Touchpoint Component Element
66. 64
Connected design: Top-down & bottom-up
INQUIRE CALCULATE PREMIUM
Reference dialogs
INQUIRE CALCULATE PREMIUM Provide premium determinants
TOUCHPOINT AGNOSTIC
Reference dialogs
U s er a c t i o n s
Provide premium determinants
TOUCHPOINT AGNOSTIC
Search for
Vehicle price Review and
Provide Vehicle price Vehicle higher Provide address
Provide
Review and
tuneidentified?
Yes
Provide
Search for
No tune object without
Vehicle ID than €75K? birthdate
Vehicle higher address
Yes No object
Yes identified? without
than €75K?
Yes Vehicle ID
characteristics
birthdate
postal code? characteristics postal code?
START
START
Calculate No
premium based Yes
on vehicle id
Calculate No
premium based Yes
No Select vehicle characteristics
on vehicle id
Customer portal
No Select vehicle characteristics
RESPONSIVE WEB
Employee portal
Touchpoints
Customer portal
INTERNAL WEB DESKTOP
RESPONSIVE WEB
Mobile app
iOS
Employee portal
Other
@
INTERNAL WEB DESKTOP
Mobile app
iOS
Other
@ Service (blueprint) Dialogue Touchpoint Component Element
67. 64
Connected design: Top-down & bottom-up
Customer portal
Vehicle price Review and
INQUIRE CALCULATE PREMIUM RESPONSIVE WEB Provide Vehicle higher Provide
identified? Yes No tune object
Yes Vehicle ID than €75K? birthdate
characteristics
START
Reference dialogs Calculate No
INQUIRE CALCULATE PREMIUM premium based
Provide premium determinants
TOUCHPOINT AGNOSTIC on vehicle id
Reference dialogs
U s er a c t i o n s
Provide premium determinants
TOUCHPOINT AGNOSTIC No Select vehicle characteristics
Search for
Vehicle price Review and
Provide Vehicle price Vehicle Search for higher Provide address
Provide
Review and
tuneidentified?
Yes
Provide No tune object without
Vehicle ID than €75K? birthdate
Vehicle higher address
Yes No object
Yes identified? without
than €75K?
Yes Vehicle ID
characteristics
birthdate
postal code? characteristics postal code?
START
START
Calculate No
premium based Yes
on vehicle id
Calculate No
premium based Yes
No Select vehicle characteristics
on vehicle id
No Select vehicle characteristics
Customer portal
RESPONSIVE WEB
Mobile app
iOS
Vehicle price Review and
Provide Vehicle higher Provide
identified? Yes No tune object
Yes Vehicle ID than €75K? birthdate
characteristics
Employee portal
START
Touchpoints
Customer portal
INTERNAL WEB DESKTOP
Calculate No
RESPONSIVE WEB premium based
Mobile app on vehicle id
iOS
No Refer call centre
Employee portal
Other
@
INTERNAL WEB DESKTOP
Mobile app
iOS
Other
@ Service (blueprint) Dialogue Touchpoint Component Element
68. 64
Connected design: Top-down & bottom-up
Customer portal
Vehicle price Review and
INQUIRE CALCULATE PREMIUM RESPONSIVE WEB Provide Vehicle higher Provide
identified? Yes No tune object
Yes Vehicle ID than €75K? birthdate
characteristics
START
Reference dialogs Calculate No
INQUIRE CALCULATE PREMIUM premium based
Provide premium determinants
TOUCHPOINT AGNOSTIC on vehicle id
Reference dialogs
U s er a c t i o n s
Provide premium determinants
TOUCHPOINT AGNOSTIC No Select vehicle characteristics
Search for
Vehicle price Review and
Provide Vehicle price Vehicle Search for higher Provide address
Provide
Review and
tuneidentified?
Yes
Provide No tune object without
Vehicle ID than €75K? birthdate
Vehicle higher address
Yes No object
Yes identified? without
than €75K?
Yes Vehicle ID
characteristics
birthdate
postal code? characteristics postal code?
START
START
Calculate No
premium based Yes
on vehicle id
Calculate No
premium based Yes
No Select vehicle characteristics
on vehicle id Stap 1 voer uw
kenteken in.
No Select vehicle characteristics
Customer portal
RESPONSIVE WEB
Mobile app
Vehicle price Review and - - -
iOS Provide Vehicle higher Provide
identified? Yes No tune object
Yes Vehicle ID than €75K? birthdate
characteristics
Employee portal
START
Touchpoints
Customer portal
INTERNAL WEB DESKTOP
Calculate No
RESPONSIVE WEB premium based
Mobile app on vehicle id Volgende
iOS
No Refer call centre
Employee portal
Other
@
INTERNAL WEB DESKTOP
Mobile app
iOS
Other
@ Service (blueprint) Dialogue Touchpoint Component Element
69. 64
Connected design: Top-down & bottom-up
Customer portal
Vehicle price Review and
INQUIRE CALCULATE PREMIUM RESPONSIVE WEB Provide Vehicle higher Provide
identified? Yes No tune object
Yes Vehicle ID than €75K? birthdate
characteristics
START
Reference dialogs Calculate No
INQUIRE CALCULATE PREMIUM premium based
Provide premium determinants
TOUCHPOINT AGNOSTIC on vehicle id
Reference dialogs
U s er a c t i o n s
Provide premium determinants
TOUCHPOINT AGNOSTIC No Select vehicle characteristics
Search for
Vehicle price Review and
Provide Vehicle price Vehicle Search for higher Provide address
Provide
Review and
tuneidentified?
Yes
Provide No tune object without
Vehicle ID than €75K? birthdate
Vehicle higher address
Yes No object
Yes identified? without
than €75K?
Yes Vehicle ID
characteristics
birthdate
postal code? characteristics postal code?
START
START
Calculate No
premium based Yes
on vehicle id
Calculate No
premium based Yes
No Select vehicle characteristics
on vehicle id Stap 1 voer uw
kenteken in.
No Select vehicle characteristics
Customer portal
RESPONSIVE WEB
Mobile app
Vehicle price Review and - - -
iOS Provide Vehicle higher Provide
identified? Yes No tune object
Yes Vehicle ID than €75K? birthdate
characteristics - - -
Employee portal
START
Touchpoints
Customer portal
INTERNAL WEB DESKTOP
Calculate No
RESPONSIVE WEB premium based
Mobile app on vehicle id Volgende
iOS
No Refer call centre
Employee portal
Other
@
INTERNAL WEB DESKTOP
Mobile app
iOS
Other
@ Service (blueprint) Dialogue Touchpoint Component Element
71. 66
Ingredients to tackle this wicked problem
1. Focus on customer experience (‘Know thy customer’).
2. Collaborate with multi-disciplinary teams.
3. Work iteratively and systematically with repeatable steps.
4. Communicate visually.
5. Sketch, mockup, and prototype.
6. Connect design...
72. 67
Resources
Wicked Problems in Design Thinking
Richard Buchanan (1992)
http://tinyurl.com/8wmfvts
Why Horst W.J. Rittel Matters
Chanpory Rith and Hugh Dubberly
http://www.dubberly.com/articles/why-horst-wj-rittel-matters.html
Internet Trends 2012
Mary Meeker (D10 conference)
http://tinyurl.com/7lpbocz
Customer experience: The natural ally for UX in business
Peter J. Bogaards (2012)
http://informaat.com/blog/customer-experience-the-natural-ally-for-ux-in-business.php
Design & Business: Why can't we be friends?
Roger Martin (2007)
http://www.rotman.utoronto.ca/rogermartin/designandbusiness.pdf
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n
This is what we have developed. A customer experience design platform that can be implemented at clients with a digital strategy. Our CXDP recognizes four capabilities - methodology, modeling, integration and collaboration. And four levels - services, dialogs, touchpoints and building blocks.\n