- Preface
- Part 1: The What and Why
- 1. The Experience-Centric Organization
- What Is an Experience-Centric Organization and Why Is It Important?
- Why Customer Experience Is King
- Why This Is a Trajectory You Cannot Ignore
- The Inevitable Endpoint of a Long Journey
- Why Has It Taken So Long?
- The Power of Desirable Experiences
- Experience-Centric Goes Far Beyond Customer-Centric
- Experience Centricity Challenges Institutional Logics
- Wait—Haven’t I Heard This Before?What’s New? Why Should I Read This Book?
- Where Do I Look for Best Practices?
- Keywords for Experiential Transformation
- Endnotes
- 2. Five Steps to Becoming Experience-Centric
- 3. The Structure of the Experience-Centric Organization: The Wheel of Experience Centricity
- 4. The Core Behaviors of the Experience-Centric Organization
- 5. Organizing for Experience Centricity
- Doing What You Love, and Loving What You Do
- Who Owns the Customer Experience
- Designing Organizational Logics
- Creating Alignment and Empowerment Within the Organization: The Top-Up Approach
- The Interaction-Out Approach: Working from the Experience Outward
- Rotating Jobs to Develop Experiential Empathy
- Infusion as Part of a Design Strategy
- Empowerment
- Removing Silos
- Mind the Gap: Using a Gap Analysis to Map Your Position
- Measuring Progress: What Can’t Be Measured Can Be Managed
- Prototyping the Organization
- Integrating Design Thinking and Design Doing into Your Organization
- Endnotes
- 1. The Experience-Centric Organization
- Part 2: The How
- Part 3: Going Further
- Conclusion
- Index
-
No Comment
..................Content has been hidden....................
You can't read the all page of ebook, please click here login for view all page.