This is the first in a four-part series of articles about Agile/Scrum and how we as CX practitioners and leaders can integrate the approach and theories of Agile Project Management in our work. I’m framing the series by way of highlighting Agile’s four values as enumerated in the Agile Manifesto and also integrating what are called the twelve principles advanced by the same group that invented it. You can find the introduction article to this series here.
In this installment, I’ll be reviewing the first Agile value of prioritizing individuals and their interactions over adherence to processes and the use of tools. (more…)