- Position in the GDF: Head of Product Design & Optimization
- Company: Allianz Technology, Global Digital Factory
In these days it is en vogue to design and implement customer journeys within in an organization by introducing and applying customer centric and agile approaches like Design Thinking, Scrum, Kanban & Co. But there is no gain without pain: For the successful design, implementation and the operations of customer journeys, it requires a strategic rethink and realignment of the organization.
The establishment of a proper framework is not just a change, it is a transformation over time. It is not about implementing finite initiatives, which cut across the organization. It is about revising the organization and to establish a new business model for the future, affecting the strategy, organization, daily procedures, leadership style and employees’ skill and capability profiles.
For a successful transformation organizations need to...:
It is for sure, the encounter of these paradigms creates frictions. Mastering this balancing act is the trickiest part and at the same time crucial for the success! This transformation is no longer a destination, it has become a continuous journey.
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