J. P. Gownder, VP, Principal Analyst

Show Notes:

Principles of systems thinking expand our view on how to transform experiences and support the employees that deliver those experiences. Forrester VP and Principal Analyst J. P. Gownder shares his research on productivity and collaboration and how his systems thinking approach reveals implications for the customer experience. We discuss: 

  • What is the definition of systems thinking? 
  • How is systems thinking relevant to CX? 
  • How can too much focus on productivity hurt the system, and therefore, CX? 
  • How can collaboration enable CX, and how can we unlock collaboration through systems thinking? 
  • How can systems thinking help the frontline employee experience? 

For more, see the Forrester reports The Future Of Work Requires A Better Collaboration Model and Increase Your Organizational Productivity Now