SERVICE

Architecting

architecting

Architecting is a verb

It lives beyond consulting, facilitation or even design.
It turns bold visions into new realities. Hands-on.
It redefines what we know to be true.
 
I can be your architect for all things experience.
 
  • To craft and deliver customer/employee experience programmes that sparkle
  • To create experiences that ‘level up‘ your industry
  • To transform your organisation by redefining its context

Keep scrolling to see what I mean.

architecting

Customer & employee experiences that sparkle

If you look up customer or employee experience, you very quickly find articles about systems, processes, KPIs and mindset programmes. All of these have value, especially if you run a large organisation. But they can also destroy that CX/EX magic which comes from ‘simply doing the right thing‘. Let’s be honest, no one really gets out of bed to move a KPI.
 
With my team, I can help you develop the required corporate capabilities WHILE maintaining the magic that customer and employee experiences are supposed to deliver. Specifically we help you to:
 
  • Clarify the experience you actually want to deliver (harder than it sounds)
  • Develop a common agenda customer and employee excellence
  • Infuse your business and customer relationships with a sense of purpose
  • Create an experience movement which inspires your people and customers beyond the KPIs
  • (Re)design your offices, showrooms and retail to inspire people with your company values
 
Depending on your current state and ambition levels, this can be done for a segment, region, division or for your business as a whole.

 

architecting

Experiences that ‘level up’ your industry

Amazon, Airbnb or Uber didn’t become experience champions by accepting the rules and orthodoxies of their industry. They didn’t ‘improve what exists’, but boldly designed ‘the experiences that should be‘. Industry rules be damned.
 
With my team, I can help your business do the same with experiences that: 
 
  • Are meaningful to your customers, employees, stake- and shareholders
  • Create memorable moments that your audience will cherish for years
  • Add an emotional layer to your otherwise rational product (especially in B2B)
  • Generate stories and word-of-mouth to grow your business
  • Provide customers opportunities for transformation (limited clients only)
  • Disrupt your industry … if you dare
 

They can be designed as an experiment, a flagship or the foundation of a new business. They can even be a source of inspiration that only exists on paper/in VR. Either way, they will show your employees, customers, stake- and shareholders, ‘what is possible’. Once they realise this, they’ll never unthink it.

 
 

architecting

Transformative experience programmes

No employee gets out of bed to deliberately annoy customers. No CEO gets a kick out of mistreating their employees. No board sets out to destroy the planet. But the moment we walk through the company doors, we collectively do so anyway.

The reason, is context. Our behaviour is driven by the systems, values, beliefs and measurements in our world. These have been designed to help us. But they also limit our ability to adapt to a changing world.  Even blind us from seeing what needs to be done.

With my team, I can help you change your company’s context. Create an environment that makes your people free to display the customer, employee or stake/shareholder-centric behaviours that you seek. This will allow you to:

  • Become a more customer-, employee- or planet-centric organisation
  • Better align the people experience in your business to your company strategy and goals
  • Structurally respond to the ever evolving needs of different stake- and shareholders
 

While they require more than a few workshops, these changes typically don’t need an army of consultants. But they do require the willingness to take a hard look at your business, your goals, and even the things you believe to be true.

architecting

Shall we talk?

It’s clear that the above goes well beyond the creation of a journey map or a customer voice implementation. Depending on your situation, they can be part of the mix. But my goal is to make real change happen. To lift your experience, business and industry to a level it might not have imagined before.

If you’re game, I am too. So click the button below to schedule a virtual coffee. Who knows where we end up.