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Helping businesses to solve a wicked problem: Getting profits from CX design

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Helping businesses to solve a wicked problem: Getting profits from CX design

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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

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

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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
  6. 6 Framing: “Rotten apple spoils the barrel”
  7. 7 Framing: “Taxpayers’ money”
  8. 8 Re-framing Problem > opportunity Weakness > strength Impossibility > distant possibility
  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.
  11. 11 Super-wicked problem: Characteristics • Time is running out. • No central authority. • Those seeking to solve the problem are also causing it.
  12. 12 Wicked problem: Origin Horst W.J. Rittel (1930-1990)
  13. 13 Wicked problem: Unique Happy faces: The Lorum Ipsum of visuals
  14. 14 Wicked problem: No final problem formulation
  15. 15 Wicked problem: Symptom of other (‘higher’) problem
  16. 16 Wicked problem: No stopping rule
  17. 17 Wicked problem: Only bad or good solutions
  18. 18 Wicked problem: No list of ‘moves’ to a solution
  19. 19 Wicked problem: Always more explanations
  20. 20 Wicked problem: No solution has definite, scientific test
  21. 21 Wicked problem: Designers are responsible for their actions
  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.
  23. 23 Business challenge: Digital disruption
  24. 24 Digital disruption: Mary Meeker (Kleiner Perkins Caufield & Byers)
  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!
  27. 27 Business challenge: Customer emancipation
  28. 28 Customer emancipation: Paradigm shift Geocentric Heliocentric
  29. 29 Three business drivers leading to profit 1. Increase revenue 2. Reduce cost 3. Increase customer satisfaction
  30. 30 Customer emancipation: From profit to customer
  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?”
  36. 35 Business & design: How they think
  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”
  38. 37 Business & design: Process model Plattner, H.et al. (2009). Design Thinking
  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)
  40. 39 Obstacles to CX: Hierarchy and complexity
  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)
  48. 47 Collaboration: Multi-disciplinary teamwork
  49. 48 Collaboration: Shared understanding
  50. 49 Collaboration: Designer as facilitator
  51. 50 Ways of working: From ad-hoc to systematic
  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
  53. 52 Ways of working: Creativity in a systematic setting
  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
  55. 54 Visual communication: Business topics
  56. 55 Visual communication: Complexity Fabian Segelström (2010), Visualisations in Service Design
  57. 56 Prototyping
  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.
  60. 59 Prototyping: Re-use
  61. 60 Prototyping: Library
  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)
  64. 63 Connected design: User experience (design) platform
  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
  70. 65 Connected design: Customer experience design platform • Comprehensive UCD methodology. Collaboration Methodology Integration Modeling • Reference processes for accelerated implementation. • Standards-based integrated modeling tools on all levels. Services • Cloud-based collaborative environment. Dialogs • Enterprise integration. Touchpoints Unified Experience Foundation Touchpoint/channel-specific layer Enterprise layer Core library
  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
  73. 68 About me... about.me/peterbogaards

Hinweis der Redaktion

  • \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
  • 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
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