CX Systems

The idea of customer experience isn't new. However, the emerging discipline of Customer Experience Management will require new approaches to adapting to a changing landscape. Systems thinking is a way to face the complex challenges ahead.

This video is from Kevin's talk at the Fall 2020 CXM Best Practices Symposium, sponsored by [email protected]

More about Service Design

CX and Systems Thinking
CX and Systems Thinking

Customer experience management is about balancing the needs of customers and organizations.
Experiences, Large and Small
Experiences, Large and Small

Layers of experience, from macro to micro, are on the same continuum.
The Industrial Mindset
The Industrial Mindset

Solving today's new problems for people requires a different mindset.

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