Customer-driven strategy is core for all businesses but it seems we have forgotten that in the age of investor interests. This podcast is for us to bring us closer to customer/user experiences that engage, delight and make their lives easier and what does it take to operationalize such a strategy. Profits will follow.
#cx #customerexperience #servicedesign #customerengagement #strategy #userexperience #digitaltransformation #businessexcellence #ai #design
About the Author:
I am a Customer Experience Strategist and author of the upcoming book on CX Strategy. I help organizations turn user experience into their primary engine for growth. Follow me for more insights on the intersection of design and business strategy.
Connect with me on LinkedIn (https://www.linkedin.com/in/hiteshbagai/)
Ideas, Comments and Suggestions on hitesh.bagai@gmail.com
An AI agent will run your worst policy faster than any employee ever could.
In my experience the backend data is already sitting in your systems and nobody reads it, because the reporting effort goes to sales and finance. So nobody can say why a policy exists, and the agent inherits it anyway.
Start with one customer pain point, design the journey from scratch, and draw the service design blueprint of what sits behind it before you automate anything.
#CX #DigitalTransformation #ServiceDesign #AIAgents #HumanCenteredExperience #CXFirst #BusinessTransformation #AgenticAI #Forwarddeploymentstrategy #CustomerExperience
Chapters
00:00 Introduction to AI and Design
01:27 The Need for Process Examination
05:09 Understanding Data and Processes
08:59 Designing with Old Data in Mind
11:21 The Role of Agents in Policy Execution
21 Jul 2026
EP22 - Data visibility for Transformation
The conversation delves into the challenges of data visibility, the importance of data democratization, the cost of organizational opacity, ownership and decision rights, the fatal impact of data opacity in AI, leadership decision for data democratization, building transparency and governance, the impact on customer experience, and the hard part of consent.
Takeaways
Data democratization is crucial for AI success
Organizational transparency is essential for customer experience improvement.
Chapters
00:00 The Challenge of Data Visibility
01:25 The Importance of Data Democratization
02:23 The Cost of Organizational Opacity
03:53 Ownership and Decision Rights
05:15 The Fatal Impact of Data Opacity in AI
06:46 Leadership Decision for Data Democratization
07:16 Building Transparency and Governance
08:44 The Impact on Customer Experience
09:52 The Hard Part of Consent
7 Jul 2026
EP21 - Procure to Pay & Service Design
The conversation explores the concept of Maverick Spend, its impact on organizations, and the underlying reasons for its occurrence. It emphasizes the need to shift from a discipline-focused approach to a service design and systems thinking perspective to address the issue effectively.
Takeaways
Maverick Spend is a symptom of a system failure, not a discipline problem.
Addressing Maverick Spend requires a shift from discipline to service design and systems thinking.
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