Agile for CX: Loose Thread, Missing Thread

A cautionary note that Agile does ask you to commit a lot of time to meetings, and communications.

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

Transcript

 hi, everyone. Another loose threads missing threads mini episode from the CX patterns podcast. This is Sam stern. This week, I wanted to circle back on two things from the agile for CX podcast episode with Lara Nowak last week. First, a loose thread. We talked about all of the meetings, ceremonies and communications that come with agile.

And I talked about it as if that was only an unalloyed good. But of course, all of those meetings, all that communication that takes time. And attention. And it can be burdensome to maintain, especially over multiple sprints and with larger project teams. Now that's not a reason to avoid adopting agile, but as someone who personally is always trying to push back on the number of meetings on my calendar each week I did want to flag that agile can be meeting heavy.

And then a missing thread. Agile for customer experience is not just agile for customer experience design projects. That's what Lara and I have experience with directly. And so that's what we talked about in the episode. But I have other colleagues, one being May Lugemwa in particular. And thank you may for sharing your experience here. And I also know of other CX teams who are applying agile to ongoing programs.

So, for example, other agile uses for customer experience include continuous iteration, when running an ongoing customer experience program like onboarding or customer attention, agile is a great methodology in those situations to continue making steady progress against the goal of customer retention or smoother customer onboarding. Similar impacts for some teams using it on cx measurement initiatives as well.

Anyway i missed that in last week's episode and so wanted to highlight it In the loose threads, missing threads mini episode. That's it for now i'll be back with a full episode next week excited to share a conversation i had with my former Forester colleague megan burns sharing ideas and examples for how to galvanize your entire organization To take action on cx transformation 

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