customer experience design for agile innovation
B2B CX is different
Customer experience (CX) in the context of B2B (business-to-business) technology providers and customers refers to the overall interaction and satisfaction that a business customer has with a technology vendor throughout their entire relationship. Defined most broadly, it encompasses all touchpoints and interactions between the two parties, from the initial awareness of the technology solution to the ongoing support and usage of the product or service.
Our approach is grounded in your environment
Your 'experience infrastructure' includes the underlying digital infrastructure (systems and tools), and also the processes, talent and ways of working that your organization uses to shape your customer's journey. Innovations - whether in new services, products or markets - often require new experiences that are difficult to imagine until you are in motion, working with the early customers and clients. The customer experience your innovation is realized within is likely built on your organizations 'experience infrastructure' today.
A lean approach is required to accelerate time to value
We recognize that your projects can't always wait to rebuild or refactor your experience infrastructure, so our approach is to design 'experiments' while your team is in motion throughout the innovation cycle. These experiments can layer onto your existing 'experience infrastructure', adding specific capabilities designed to create the new experience. As you add experiments, the target customer experience evolves to the new lifecycle demands of your innovation. The feedback from these experiences can provide the basis for continued investment in the experience infrastructure for your future.