At the Forrester CX Forum I had the opportunity to share what we’ve been cooking over here at Publicis Sapient. It’s called LEAD: Light, Ethical, Accessible, Dataful. We’re delighted to see how it’s being adopted internally, so we thought to share it with the general CX community in true open-source format. Watch to learn more […]
Jared Spool has a popular list of 5 things that execs care about. They are: ↑ REVENUE: Increasing revenues ↓ COSTS: Decreasing costs ↑ NEW: Increasing new business/marketshare ↑ EXISTING: Increasing revenue from existing customers ↑ VALUE: Increasing shareholder value
The Iceberg Canvas is a conscious design framework for re-evaluating value propositions. It departs from standard applications of design thinking in that it takes into consideration ‘below the iceberg’ ramifications – i.e. the forces at play below the polished surface of the products and services we use and experience today.
Consciously mapping the consequences of the proposition before beginning to develop it earnest should help surface possible ethical issues and this helps to mitigate them — creating propositions that meet genuine needs but are less likely to damage the world and the company’s reputation in the process.
nearly all organizations expect to accelerate their AI and ML efforts in the coming years, with the most advanced organizations anticipating the deployment of as many as 35 projects by 2022. An exciting prospect, to be sure. But without a concerted effort to integrate those programs into a single strategy, many organizations may fail to generate the full benefits of their investments. For many retailers, there will be truth in the age-old adage: quality over quantity.
“Dataful” informs almost everything we do.
The concept of “experience” has really changed. In the past, the term was sometimes synonymous with UX; there was a sense that a specific discipline or skillset “owned” the experience. Today, the experience comes from a diverse, cross-disciplinary team, and what that team creates together. The power of collaboration can’t be overstated – both in terms of how our culture has shifted and in the quality of what we make.
Equality of language comes in many forms — and the way a particular group feels about how they are addressed might not always be as we expect.
Wendy Johansson has joined Publicis Sapient as Group Vice President, Experience Transformation Lead to further Publicis Sapient’s Digital Business Transformation practice capabilities.