The 6 Factors
INNOVATION
HARVEST new ideas
IDENTIFY the winning idea
REFINE the chosen idea
PROPOSE the idea to others
Marketing
IDENTIFY the market
ENTRY into the market
Grow MARKET SHARE
Establish BRAND
DELIVERY
PREPARE your organisation
DISCOVERY Strategy, Persona & Process
REQUIREMENTS to design/build against
DESIGN & BUILD product
Product DEPLOYMENT
MAINTAIN product
ITERATE on what you learn
INSIGHT
MEASURE everything
IDENTIFY the Pain
VALIDATE through qualitative feedback
UTILISE externally & internally
Leadership & Culture
Provide PURPOSE & VISION
LEAD don’t manage
Nurture VALUES & BEHAVIOURS
RECRUIT, DEVELOP & RETAIN People
Equip with SKILLS & EXPERTISE
COMMUNICATION, Communication, Communication
ABOUT us
Inform
Educate
Equip
Empower
Breaking innovation down into manageable parts increases the chances of delivering and subsequent success. If you’re looking to transform an existing product, embarking on a new project or continuing on a digital journey, this site is for you.
Our goal is to Inspire, Inform, Educate, Equip and Empower our unique audience - Business Analysts, Product Owners and Product Managers - using 6 key factors of digital projects.
Every business strives to provide great customer experiences, intelligent customer experience takes this one step further encompassing the realisation of business benefits during the process of creation. Business benefits are the 'WHY' of every customer experience and the reason for providing one.
IntelligentCX shares experiences, frameworks, tools/resources and theories, within a simple 6 factor framework to help broaden thinking and deliver successful digital projects driving you and your business to greater things.
About
Alastair Jupp
Latest Articles
Can ‘As A Service’ Billing Model be applied to any Product?
So, it seems Nike is getting in on the ‘As A Service’ act with its Nike Adventure Club trainers for kids program. Which begs the question, are there any products or services that cannot be sold through an ‘As A Service’ billing model? __AAS fill in the gap… ok so there may be a shortage Read more about Can ‘As A Service’ Billing Model be applied to any Product?[…]
How to do Business Process Mapping
Are you looking to improve your business process, build a new product, save cost or understand customers product requirements?
Then business process mapping is an essential tool to do this
Essential Workshop meeting Equipment for Facilitators
Workshop meeting equipment recommendations for anyone facilitating a workshop particularly if it includes any form of process mapping. Have you been tasked with running a workshop? Need to facilitate a discovery session? The key to running a workshop is to have all your attention on your audience. The following workshop meeting equipment recommendations are recommended Read more about Essential Workshop meeting Equipment for Facilitators[…]
Step 4 IntelligentCX Digital Platform – Platform 1 Please
The digital platform is key to creating an IntelligentCX, the approach being proposed is one of many but found to be a great approach to enabling a platform which is scalable allowing multiple use case front ends to be built on the same data sources, driving innovation within a business. To start lets take a Read more about Step 4 IntelligentCX Digital Platform – Platform 1 Please[…]
Step 3 Platform Data and Content – Don’t Forget the Data
In the context of IntelligentCX, platform data and content, come in a variety of guises and is invariably the most challenging and most forgotten aspect of any application build. Creativity and innovation typically focuses on features that customers see and interact with, but inevitably data is required in some form or another and is essential Read more about Step 3 Platform Data and Content – Don’t Forget the Data[…]
Step 2 Customer Pain Relief Using ‘Design Thinking’
Now the pain points customers encounter have been identified the next step is to establish which are able to be eased by a service from your business. This service will be the ‘pull’ which draws customers to your brand, design thinking is a great approach to establish what this should be. The objectives of this Read more about Step 2 Customer Pain Relief Using ‘Design Thinking’[…]
Step 1 Finding the Pain Using ‘Experience Maps’
MAP your business, MAP your customer. The starting point of building Intelligent Customer Experiences is to enable the discovery of what causes your business and your customers the most pain in achieving goals set, to do this we need to create experience maps for both: An experience map for your employees (mostly customer facing or those Read more about Step 1 Finding the Pain Using ‘Experience Maps’[…]
10 Steps to Building Digital Platforms
Over the coming weeks IntelligentCX will be publishing the 10 steps to building digital platforms which enable great intelligent customer experiences. These steps will come in the form of 10 articles (11 including this one!) which are designed to help, support and explain the key elements, considerations and risks ensuring the successful completion of projects. Read more about 10 Steps to Building Digital Platforms[…]
IoT Are Companies Trying to Prevent Customers Using the Web?
Considering the onset of IoT, the Internet of Things, the answer is a resounding yes! With its proliferation well and truly progressing, 50 billion devices by 2020 all connected together, IoT enables limiting customers purchasing choice and control under the guise of a seamless user experience. IoT serves as the perfect vehicle to create intelligent Read more about IoT Are Companies Trying to Prevent Customers Using the Web?[…]
Sales Trigger Acquired Through an IntelligentCX
What is the first thing your customers do before embarking on a new project, product development or service provision, this is the start point of any customer’s future need. Understanding this can be hugely beneficial in enabling your company to build out a highly valuable customer experience that enables access to what and when of Read more about Sales Trigger Acquired Through an IntelligentCX[…]