September #CX Briefing 2019

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September 2019 #CX Briefing

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Four Things That I’m Thinking About CX

• The word “design” is a curious one because it’s a known word to C-suite executives, client service folks, industry analysts, front-end developers, back-end developers, empowered product managers, disempowered product managers, management consultants, brand strategists, agile project managers, and also the folks who call themselves “designers.”
• There’s a varying degree of importance ascribed to the word “design” because, like all words, it means something different depending upon who is using the word and *when* it’s being used in the process of creating value for a customer, client, user, patient, constituent, buyer, seller, and any of the organizational roles I mentioned just above.
• Because there’s a long history of design needing to “fight” for its existence alongside other disciplines to be perceived as equally valuable to CFOs, I find that design debate erupts when we consider the entire system of value creation and when/where design can/should play a material role on a team. Why? Because there’s a history of its oppression.