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For Customer Experience Professionals

New Rules For Future Fitness: Think Like Designers Do

Design Thinking Done Right Helps All Employees Solve Problems From The Outside In

May 7, 2021

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Why Read This Report

Designing well is key to the success of the world's most customer-obsessed, innovative, and admired companies. These firms unlock the benefits of design by applying it as a business discipline across the enterprise and not treating it as a craft practiced only by professional designers. How? By teaching employees to think like and apply the practices of professionals — what we call "design thinking done right." To scale design thinking as a business discipline, companies should create a formal program to spread understanding; use outcome-specific workshops to develop skills; include employees at all levels; and build a foundation of tools, methods, and support.

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