Trends Report

Why Agile Matters For Customer Experience

Agile Helps CX Professionals Fast-Track And Hone CX Programs

July 1st, 2014
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Diego Lo Giudice , John Dalton , Corey Stearns

Summary

Customer experience (CX) professionals disillusioned with traditional development methods that are slow and lead to broken experiences embrace Agile to fast-track and hone their programs. Agile adds rigor and discipline to customer experience management practices by developing experiences iteratively with regular consumer feedback. To use Agile to their advantage, CX pros must create a shared vision for a consistent experience, collect insights in a manner appropriate to Agile's workflow, and integrate current experience metrics. As new business realities continue to push Agile adoption, CX pros will need to refashion their approach to customer understanding, measurement, and design.

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