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For Customer Experience Professionals

Lead With A Scaled Design Thinking Mindset

Embrace Design For Customer Obsession

May 8, 2017

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Why Read This Report

Some of the most admired, innovative, and valuable companies in the world have embraced the practice of design — not simply to differentiate their products in the market, but also to improve the way they operate as an organization. This report examines how customer-obsessed companies that embrace design thinking are winning in today's business world and how they have organized themselves around a human-centered design mindset. Customer experience (CX) pros can use this insight to scale their own design thinking capabilities.

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Table of Contents

  • Customer-Obsessed Companies That Embrace Design Are Winning
  • The Design Mindset Spans People, Places, And Processes
  • The Secret Is To Democratize A Design Thinking Mindset
  • Recommendations

  • Begin Building A Design Culture
  • Supplemental Material
  • Related Research Documents

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