Customer Journey Implementation
Customer Journey Implementation
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Customer Journey Implementation

This book is 35% complete

Last updated on 2019-02-18

About the Book

Customer Journey Implementation

A Travel Report

Nowadays Digital Factories, Digital Garages and Digital Labs springing up like mushrooms under the umbrella of Digital Transformation Programs. It is en vogue to design and implement customer journeys within in an organization by introducing and applying customer centric and agile approaches like Design Thinking, Scrum, Kanban & Co. 

The establishment of a proper framework is not just a change, it is a transformation over time and requires a strategic rethink and realignment of the organization. This transformation is no longer a destination, it has become a continuous journey. It is not about implementing finite initiatives, which cut across the organization. It is about revising the organization and to establish a new business model for the future, affecting the strategy, organization, daily procedures, leadership style and employees’ skill and capability profiles. 

This book is not a textbook and also not a book about digital(ization) strategies - there are plenty of good ones out there. This book provides a practical progress report on customer journey implementation and its implications, challenges and pitfalls based on experiences gained in the day-to-day business and exchanges held continuously, cross-industry.

This book is about...

#DigitalTransformation #Culture #CustomerJourneys # CustomerExperience #CustomerCentricity #Innovation #Change #Agility #LeanStartup #DigitalCareer #DesignThinking #Agile

...and what the corporate buzzwords really mean.

As the book progresses towards completion the price may gradually increase. By buying early you not only provide motivation, you also get a good deal because you get all updates for free.

About the Author

Florian Heise
Florian Heise

Florian Heise is drawing on around 15 years’ experience in organizational change management, process re-engineering and software development projects in the insurance sector.

In his current position as the Head Product Design at a major international insurance corporation, Florian is working in a Digital Factory packed with subject matter experts in all (relevant) technical domains (Product & Service Design, DevOps, Roll-out & Scale, Validation) and methodology domains (Design Thinking, Agile Scrum, Kanban, LeanStartUp) driving digital transformation.

With his book Customer Journey Implementation - A Travel Report, Florian provides a practical progress report on customer journey implementation and its implications, challenges and pitfalls based on his experiences gained in the day-to-day business and exchanges held continuously, cross-industry.

Table of Contents

  • Introduction
  • Customer Journeys are not just a new approach, but a change in strategy
  • Step into the customer’s shoes to get into the customer mindset
    • Build out and iterate Business Model Canvas
  • Drive innovation and find a balance between optimization and disruption
  • Organize your team(s) around products, services and IT platforms
  • Establish a flexible and productive environment as a catalyst for an agile working mode
  • Adjust the existing skill-mix and corespondent career model(s)
  • Empower the team(s) and foster a collaborative leadership style
  • What the corporate buzzwords really mean
  • Before you go…
  • Notes

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