In my experience in working on Customer Experience strategy with organizations in a variety of industries, one common theme emerges that separates the successful ones from the rest: having a deliberate approach.
Successful organizations do this because they think about the people at the end of their decisions. The intent of their work is to improve the lives of the people providing and receiving their services, and they do so consistently and purposefully.
I often encounter clients that are trying to “boil the ocean,” a term used to describe organizations that go overboard by unnecessarily undertaking an impossible task or making projects difficult.
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