FAsT-TRACKING CUsTOMER THINKING IN YOUR ORGANIsATION Your company has defined customer experience as a strategic asset to stand out from the competition. With this goal in mind, you want to change the customer thinking of your organisation. And you are looking to do this in a way that makes it a true part of your company DNA. But how do you make the change happen?
According to Jack Welch, the former CEO of Ge, we have only two sources of competitive advantage: the ability to learn more about our customers faster than the competition, and the ability to turn that learning into action faster than the competition. If you want to reach your CX goals, and ensure the success of your CX transformation journey - faster than your competition - you should start thinking about your customer experiences in a radically new way. Because the employee experience is such a big part of how your customers experience your organisation, it is important that you can involve every level of the organisation with speed and ease. LEgO® Serious Play® (LSP) is a creative and disruptive way to business development and unique customer experiences. It helps you to fast-track your organisation’s focus on customer experiences, and is a fun way to develop your customer encounters. The leading European trained facilitator in this methodology is joining us in Finland for our CX Day celebration. Micael buckle from intHrface is the keynote speaker of the main event of the year for CXPa Finland. In addition, he will be introducing LSP in a full-day workshop on October 5th, together with customer experience expert sirte Pihlaja from shirute. In the Tosi Leikki - CX Play workshop, they will teach how to make complex business challenges tangible, and how to build customer experiences in a totally different way, using LeGO bricks.
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Play, flow, co-creation and results Buckle tells that LEgO® Serious Play® is different from other creative methodologies because it is multi-dimensional and multisensory. “You’re using all your senses in the process. The tool also provides numerous possibilities for you to build something new. And you can keep building up more and more knowledge about the issue being addressed. I think it is one of the best tools I’ve ever seen for working with complexity and sharing knowledge.” The three key aspects that LSP brings to business development are that you can get more people on board, move faster, and move further. Buckle also notes that the insights made from LEgO® Serious Play are immediately actionable. Any change or transformation is often very complex and multi-dimensional. To grasp everything at stake, and to make sure that everyone has the same understanding about where they are now and where they are going, a shared tool for exploration is needed. LEgO® Serious Play® gives the possibility to explore both individually and collectively together. “You will have the possibility to have more in-depth discussions around CX using this method. Because it’s done via play, using a non-hostile way of working, the commitment towards the change will be bigger as a result. Using play, we find a flow state that creates a safe environment where our feelings will not get in the way.”
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