Orchestrating Experiences

you can equip disparate stakeholders to generate ideas for making better end-to-end experiences

Many of your colleagues likely have lived through poorly facilitated brainstorming sessions

Opportunities result from interpreting what you have learned and placing it within the context of your organizational goals and business strategy

An opportunity is not a solution. It is a set of circumstances ripe for creating positive change

determine systematically how to redefine a portion or all of the why, what, and how of a product’s service

Ignored or underserved journey stages.

the service anticipation gap

a focus on experience means shifting the discussion from business value to co-value

Overall, optimizing an end-to-end experience means shifting from improving touchpoints in isolation to designing the whole customer journey as a coordinated team.

Optimization in this context means systematically overhauling an existing product or service journey to be more consistent, cohesive, and complete.