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Transforming Toward Customer-Centricity
Section 1: Introduction
0101: Introduction (7:10)
Section 2: Models and Terms
0201: Models and Terms (17:36)
0202: User-Centered Design (UCD) (11:51)
Section 3: Creating the Transformation
0301: Step 1 - Investigation (10:47)
0302: Step 2 - CX North Star (10:29)
0303: Exercise: North Star Metric (1:06)
0304: Step 3: Presenting Key Insights and Suggested High-Level Changes (19:30)
0305: Exercise: Dependencies (1:13)
Section 4: What Is Customer-Centricity?
0401: What Is Customer-Centricity? (13:44)
0402: Trying to Align Others (14:18)
0403: Measuring Customer-Centricity (11:41)
0404: Being More Proactive (5:19)
0405: Exercise: Behavior Triggers (1:01)
Section 5: Aspirologies™ Work Against Customer-Centricity
0501: Aspirologies™ Work Against Customer-Centricity (15:05)
Section 6: Task-Oriented UCD and Tri-Track Agile
0601: Specializations + Collaboration (22:53)
0602: Identifying and Reducing Risk (15:50)
0603: Roadmaps, Plans, and Resourcing (11:26)
0604: Who Can Do Specialized CX/UX Tasks (16:50)
Section 7: Wrapping Up
0701: Wrapping Up / Conclusion (8:51)
0702: Resources, Certificates, and Coaching
0703: Exercise: Triz Variation (3:45)
0704: Exercise: Changes, Priorties, and Empowerment (1:35)
0604: Who Can Do Specialized CX/UX Tasks
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