Great conversation with Andrew Hogan, focusing on specific advice for how to get important customer experience project work done in a post-pandemic world where it's hard to count on colleagues all being in one place at one time.

Learn about the One-story test for projects.

And hear why Customer experience teams need to embrace, not hide from the realities of project work in 2023:

You need to include more colleagues and stakeholders
You need to be more transparent and communicate more work in progress
You need to work harder at getting to know your colleagues as human beings beyond the work itself.

Get these right, and you have a mutually-reinforcing set of trends that will make your customer experience work stronger.

Resources:

Andrew Hogan on LinkedIn

Videos from Config Conference

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Ep. 5 - Three Design Mindsets Tailor Made For The New World of Work