In recent years many companies have realised customer experience (CX) is the new marketing
battle ground. Substantial investments have been made to map customer journeys identify pain
points and improve CX to try and create cut-through. Using real world applications to introduce
next generation design tools based on proven concepts from strategy marketing psychology and
creative problem solving Lean CX: How to Differentiate at Low Cost and Least Risk discusses
how to use Lean Management approaches to innovate your customer experience. This practical book
describes how the tools from Lean Management can be applied to the CX innovation problem. The
authors draw on hundreds of CX design and strategic innovation projects across a range of
industries both B2B and B2C from primary research through client work and secondary case
studies available in the public domain. The examples include many different vertical industry
sectors including those involving hybrid business models. The cases included share what worked
really well and where CX failed. The content goes beyond what actually happened to present an
idea of what might be possible with the right design approach and committed resources. Presents
the swarm algorithm which highlights what the next generation of successful organisations might
become.Shows how to overcome the CX change risk and reduce the biggest waste in CX
management.Includes numerous international case examples.
