Transforming Towards Customer-Centricity

Your Entire Business Resolves Around Customer and User Experiences

In an era of faster, faster, faster, our workplaces are sacrificing quality, collaboration, and the customer experience to “just ship it.” Business goals don’t seem to overlap with customers’ needs. Companies hire anybody who threw buzzwords on their resume without knowing how to assess talent. We normalized “Minimum Viable Privacy,” which is no longer acceptable. Customers don’t want minimally viable anything. They want their problems solved and their expectations met or exceeded.

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 practitioners. 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 session, we’ll look at a model for a small or large business transformation back to high quality products and services that meet and exceed customers’ real needs. We’ll look at better ways for teammates to collaborate and partner with CX and UX so that what we learn from metrics can lead to further customer research and knowledge.

Key Takeaways:

1. Advice and actionable takeaways on strategic approaches to refocusing stakeholders, leaders, execs and others on the business side on customer needs, tasks, and priorities.

2. Since empathy can rarely be created or fostered, how do we interest and convince the stakeholders who don’t jump when we say, “Customers have problems”?

3. 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.

4. Improving collaboration and partnerships. Helping CX/UX get that seat at the table. Strengthening our autonomy rather than giving it away.

5. Redefining our department and teams.

Format: Interactive workshop (polls, discussions, exercises, Q&A). Available as a 1-day workshop aimed at CX and UX practitioners, managers, and leaders. Also available in variations aimed at marketing, HR, business analysts, and executives.

Customized versions and lengths available. Training is available on-site or live and remote, webinar-style.

Target Audiences

The “Delta CX” training is great for anybody looking to inspire companies of any size or industry to reprioritize quality over speed. As this workshop has role-based variations, target audiences include managers, leadership, executives, and workers in roles including:

  • CX, UX, and Design
  • Business Analysts
  • Engineering
  • Product Managers
  • Project Managers
  • Business Transformation Leaders
  • Scrum Masters
  • Agile Coaches
  • Marketing
  • Sales
  • Lean Evangelists
Pre-requisites: None. Attendees are not expected to have any knowledge or understanding of CX or UX.


This program is a full day, 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 - 1 Day Version
  • Introduction and Defining Models (including Agile and Lean)
  • Diversity and Inclusion (requires better accessibility and more remote workers)
  • Roles and Hiring (department and team composition)
  • UCD Done Well Works Well (the CX/UX process)
  • Beware of Aspirologies (The dangers of spending time and money on fads and trends that are bad for the CX and UX industry.)
  • How CX and UX Can Be Truly Lean and Agile
  • Improving Collaboration (How can CX/UX get more of a seat at the table? Proving CX’s ROI.)
  • We Can Create Change (Closing section including what does success with the Delta CX Model look like around our company.)


A Certificate of Completion is available to everybody who completes the half day (or longer) workshop version.

Connect With Us