Faruk's insights from an AIMIA Forum hosted by James Breeze at Objetive Digital

1. A culture that is infused with knowledge
of the impacts we have on customers.
That overcomes distance,
between us and them.
Demonstrates basic human values
– goodness, courage, wisdom.
And services supported by skills that
people can rely on.
3 year, user-centred program, then
ongoing…

2. I understand my impact on you
Ownership
contracts
raison d’etre Method / Path
governance Capability
Communication
roles Design
relationships
Boundaries
research
culture of inquiry
respect for learning Narrative
empathy
care for self & others

3. I understand the big picture and my part in it
Communication
Ownership
the bigger picture
Boundaries
the proposition Design
Capability
who it serves
Narrative
timing
how we prosper
Method / Path

4. I see the destination and way forward
Design
the disciplines
structural opportunity Communication
method integration Narrative
Capability
structural defences Boundarie
s
competence
Method / Path
skills
investment protection
team relationships Ownership
aspirations
outcomes

5. I trust someone has the full picture
Capability
Design
vision
strategy Method / Path
Boundaries
leadership Narrative
cultural tone
Ownership
riding shotgun on UX
investment protection
Communication
delivery

6. We understand one another
Boundaries
relationships
flow Capability
Ownership
Narrative
confidence Method /
Path
authority
Communication
knowledge
inclusion
Design
meaning

7. I understand my customer
Narrative
Imagination, intuition, empathy Boundaries
context
Communication
economy Method / Path
Ownership
learning
Design
precision
soul
Capability
valued experience

8. We grow and transform, together
Method / Path
resolve Narrative
nurturing Design
continuous improvement Ownership
Comms
support
Capability
trust
reliability
service Boundaries