Transforming Toward Customer-Centricity
Your Entire Business Resolves Around Customer and User Experiences
Everybody is talking about customer-centricity and being more “user-obsessed,” but what does that really mean? How do we combine customer-centricity with wanting to be efficient, Agile, Lean, innovative, and experimental?
Sometimes we are sacrificing quality, collaboration, and the customer experience to “just ship it” and find out very late and reactively if our ideas, products, or services had any benefits for users. Customers don’t want minimally viable anything. They want their problems solved and their expectations met or exceeded.
Business goals don’t always overlap with customers’ needs. Agile and Lean claim customer satisfaction is our highest priority, but are we delivering high value to our trial and paying users? The customer decides what is “quality,” “done,” and “good enough,” and their standards might be higher than yours.
Customers notice when we get it wrong. Our competitors, investors, shareholders, the press, bloggers, and social media notice. Morale suffers, and we might have trouble retaining or hiring the best leaders and staff. Great customer experiences require the right team and strategies in place to predict and mitigate the risk of delivering wrong or flawed products, services, and experiences (PSE). Marketing and sales initiatives have uphill battles when we are offering PSE that are difficult to learn, frustrating to use, or not meeting customers’ real needs.
What needs to change and how can we start to create this shift on our teams and at our companies? It’s not always easy or straightforward. In this workshop, we’ll look at a models and approaches for a small or large business transformation back to high quality products and services that meet and exceed customers’ real needs.
Trainer Debbie Levitt will walk you through her process of investigating, diagnosing, planning, and creating change.
Key Takeaways:
- Advice and actionable takeaways on strategic approaches to refocusing stakeholders, leaders, execs and others on the business side on customer needs, tasks, and priorities.
- How do we interest and convince the stakeholders who don’t jump when we say, “Customers have problems”?
- How to measure it all quantitatively and determine the ROI of improving the quality of the products, services, and experiences we offer current and potential customers.
- Improving collaboration and partnerships.
- Redefining our department and teams.
- Identifying root causes that keep us from being more customer-centric. Strategizing and planning change.
Format: Interactive workshop (polls, discussions, exercises, Q&A) aimed at workers, leaders, managers, and execs in businesses of every size and age. Normally delivered over two 5-hour days. Also available as shorter workshops and conference presentations.
Customized versions and lengths available. Training is available on-site or live and remote, webinar-style.
Target Audiences
This training is great for anybody looking to inspire companies of any size or industry to re-prioritize quality over speed. The content was designed for consultants, workers, leaders, managers, and execs in:
- CX, UX, and Design
- Business Analysts
- Engineering
- Product Managers
- Project Managers
- Lean Evangelists
- Scrum Masters & Agile Coaches
- Consultants
- Marketing
- Sales
- Business Transformation Leaders
- Strategists
Suggested levels: Mid-level, senior, lead, principal, manager, director, or higher. Juniors and those new to their careers are welcome, but might not have enough frame of reference for some of the advice and examples.
Pre-requisites: None.
Live Public Online Workshops
Our live public workshops are held remotely via an online virtual event platform. There are multiple exercises where you can team up with co-workers or make new friends at breakout tables.
Each registered attendee gets:
- A free copy of the matching self-paced video course. You don’t have to write down everything the trainer is saying!
- 30 minutes of free private coaching with your trainer, Debbie Levitt.
- A PDF of the slides.
- An invitation to our private Slack channel for past attendees.
Those who attend live for at least 80% of the session and exercise time (across both days) will receive a certificate of completion.
Thursday 9 & Friday 10 March 2023, two half days
- 5pm – 9pm Central Europe Time each day, workshop with breaks
Self-Paced Video Course
Nearly 4 hours of content plus optional exercises. Self paced with an optional Certification of Completion at the end.
$77 USD for the first 100 enrollments (early bird special!). Then $197 USD. If work is not paying for it, you may enroll for $17 USD. If work is paying for it, please pay the full price.
Agenda
This program is 2 half-days but is available in other lengths and variations. It can also be customized to your particular company’s needs, concerns, and struggles.
You may add a day or more, especially if you want additional private consulting, brainstorming, or additional workshop time towards how your company (specifically) can address these changes strategically, and start planning a customer-centric transformation.
Agenda - 2 Half Days
- Models and Terms
- Creating the Transformation (Investigation, CX North Star, Presentation)
- What is Customer-Centricity? (and Measuring Customer-Centricity)
- Aspirologies™ Work Against Customer-Centricity
- Task-Oriented UCD and Tri-Track Agile (Specializations + Collaboration; Identifying and Reducing Risk; Roadmaps, Plans, and Resourcing)
- Wrapping Up
Testimonials
Our second workshop in April 2022 scored even better than the first. 16 attendees voted as follows:
Meaningful – 4.9 out of 5
Actionable – 4.3 out of 5
Helpful – 4.8 out of 5
“Everybody is talking about customer-centricity and being more “user-obsessed,” but how might we combine being “customer and human-centricity” with wanting to be efficient, Agile, Lean, innovative, and experimental? Moreover, how to implement “customer and human-centricity” at different levels of an organization – from strategic and operational levels.
Finally, I found answers to those questions during an eye-opening workshop with Debbie Levitt. So if you are looking for answers to questions like:
♦️ What are strategic approaches to refocusing stakeholders on the business side on customer needs?
♦️ Is it possible to combine CX/UX and agile to deliver customer value? (Tri-Track Agile )
♦️ How to interest and convince the stakeholders who don’t jump when we say, “Customers have problems”?
♦️ Is it possible to incorporate a customer-centric vision from strategic to operational (from OKRs to sprint goals)
I highly recommend it to everyone working on improving customer and human experience.”
– Service Designer/Design Strategist (former Product Manager)
“Feel like I listened to an entire college degree of lectures in 8 hours! 📚 Got to spend the whole day with Debbie Levitt learning about Customer Centricity.
Learned so much about making sure our customers and users are the focal point of strategy. If you want to learn more I HIGHLY recommend diving deep into more Delta CX content and conferences. ✨ 🙏 👏”
– Senior UX Designer
“Thank you Debbie Levitt for teaching such and engaging course! This course was a fun deep dive into customer-centricity. Highly recommend for CX/UX professionals and others professionals (even outside of the field). Cannot wait to dive into more North Star metrics!”
– Release Train Engineer/Scrum Master/Agile Coach
– User Experience Researcher/Service Designer/Social Anthropologist
Certificates
A Certificate of Completion is available to everybody who completes the one-day workshop version.