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Agile and CX: Embracing Change

This is the final installment of four articles tying the concepts, values, and principles of Agile and Scrum to the Customer Experience discipline.  I introduced the series here, and parts one, two, and three are here, here, and here.  In this article, I’ll dive into the concept of embracing change.  Specifically, the Manifesto highlights this aspect of [...]

By |2021-06-10T19:23:33+00:00June 10th, 2021|Agile and CX, CX Strategy, CX Thoughts|Comments Off on Agile and CX: Embracing Change

CX and Agile: Collaboration over negotiation

This is the third in a series of four articles about applying the concepts of Agile and Scrum to Customer Experience.  I introduce the concept here, and parts one and two are here and here, respectively.  In this installment, we’ll consider the value that considers Customer collaboration to be more important than contract negotiation. […]

By |2021-06-08T15:05:21+00:00June 8th, 2021|Agile and CX, CX Strategy, CX Thoughts|Comments Off on CX and Agile: Collaboration over negotiation

Agile and CX: Working software over documentation

This is part two of a four-part series of articles wherein I tie out the principles and values of Agile Project Management with Customer Experience.  I introduced the concept here, and part one is here.  Let’s jump right in to the second value, as articulated in the Agile Manifesto and associate a few Agile principles along [...]

By |2021-06-03T15:52:34+00:00June 3rd, 2021|Agile and CX, CX Strategy, CX Thoughts|Comments Off on Agile and CX: Working software over documentation

Agile and CX: Prioritizing People over process

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 [...]

By |2021-05-27T16:29:20+00:00May 27th, 2021|Agile and CX, CX Strategy, CX Thoughts|Comments Off on Agile and CX: Prioritizing People over process

Agile and CX

One of the more curious—and least expected—experiences in my professional career is how I became a professor at the US Air Force Academy.  I wasn’t formally trained as an educator but learned at the knee of some wonderful academicians and thought-leaders in the field.  One thing that I took to right away was analogizing, or [...]

By |2021-05-25T15:35:08+00:00May 25th, 2021|Agile and CX, CX Strategy, CX Thoughts|Comments Off on Agile and CX
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