Scaling Out in the Age of AI
Experience & Discovery
Zero Distance from Teams to Clients
Mini-workshop
(in development)
Format: in-person, online class, or self-paced
Duration: 3 hours
Target Audience: Development and Operational Teams, Product Managers and Team Leaders, Lean and Agile Coaches and Consultants, Change Agents and Innovation Champions, HR and Employee Engagement Specialists
Zero Distance from Teams to Clients
Are you ready to take your organization to the next level with unforgettable customer experiences? Our workshop is just what you need!
Dive into the world of experience-centric organizations. You'll learn why it's crucial to shift from a product-focused mindset to an experience-centric approach and discover the incredible benefits it can bring to your organization.
Next, we'll explore personas and contexts, digging deep into the various factors that influence customer interactions and decisions. From understanding different contexts to mastering the art of gathering valuable insights through customer interviews, you'll walk away with the skills you need to create truly meaningful interactions.
Then, we'll tackle user and customer journeys. Have you ever wondered what your customers' journeys look like? We'll teach you how to map them out and identify key touchpoints, pain points, and opportunities for improvement. Plus, we'll share strategies for enhancing user experiences based on insights from journey mapping.
And last but not least, we'll discuss engaging with customers. Building empathy with your customers is key to understanding their perspectives and emotions. We'll also explore how AI can take your customer experiences to the next level by personalizing interactions and anticipating customer needs.
Learning Objectives:
Understand the importance of adopting an experience-centric approach for organizations.
Master techniques for gathering valuable insights through customer interviews and observation.
Learn how to map out user and customer journeys to identify opportunities for improvement.
Program
(draft / tentative)
1. Experience-Centric Organizations
Product versus Experience
Jobs-to-Be-Done
2. Personas and Contexts
Context and Circumstances
Insights and Observation
3. User and Customer Journeys
User Journeys and Customer Journeys
Touchpoints
4. Engaging with Customers
Empathetic Contact
AI-driven Experiences
We use our popular unFIX cards in all workshops to boost creative gameplay and engaging discussions. Some examples:
unFIX XL: Scaling Out in the Age of AI (mini-workshops)
