The integration of digital into organisations; corporations; government; associations will continue relentlessly as leaders remove the barriers that are keeping them from maximizing the potential impact of new digital technologies driving growth in a connected world though an “enhanced customer experience".
The success of implementing a customer /client/ user experience is linking the customer experience to value - value created by an customer experience.
User / customer / client experience is not just limited to the digital or retail environment, it extends to every aspect of every business that exist today and its survival depends on deliver an user / customer / client experience.
Organizations and Corporations can create the ideal Employee Experience by creating and initiating the above mentioned strategies.. A positive employee experience goes a long way in creating a Positive “Employee Experience” leads to positive Customer Experience”.
An enhanced customer experience, the result of a designed customer journey will be the differentiator from other providing similar project service. Designing a customer experience in projects require us to transform the way we “engage our clients” and transforming the way we “engage our teams”.
Are our projects making our clients successful? Are we making them competitive; are we enabling them to get their products & services in time to market while they focus in their core business and strengths? These are some questions we need to ask ourselves and our team.
Firms that do not change to meet the expectation of the customers and clients of the digital age in a slow growth economy will find themselves disrupted. It will only be a matter of time. As Brian Solis states: “There will be an Uber for every industry”
We are now into the 21st Century and the Knowledge Economy beget the Digital Economy where Social, mobile, real-time, and other disruptive technologies have aligned necessitating dramatic changes within organizations, forcing them to adapt in order to maintain relevancy. This digital transformation is significantly driving real change within businesses where new models, team structures, and customer-centered philosophies are being developed quickly to stay afloat.
To address these changes Flexibility is key in project delivery asbusiness move towards lean processes and agile business practices, reacting swiftly to a rapidly changing landscape where PMsembrace risk and keep on learning in an ever changing business climate.
To have an refining effect on team members is to recognize the difference in gender, race, generation, culture, education, values, and economic background and rising above it and recognizing that we are human and we have an obligation to be humane to one another.
Turn client experience on its head through a combination of Engage + Transform + Create in solving project complexity; find and fill unmet customer needs, plan for profitability, strive for sustainability, establish credibility knowing that the nature of competition has changed; renew the focus on the customer and the human side of business through digital transformation and the competitive advantage resides in the minds of our clients while becoming a trusted partner to clients by addressing “Customer’s point of thirst” (expectations) and removing “Customer Pain” (roadblocks).
A shifting of our mindset to disrupt our traditional process, and rebelliously discard old business clichés and remake the market landscape for Design, Engineering & Construction by deliberately targeting situations where the competition is complacent and the customer has been consistently overlooked or under-served and greatly accelerate the way firms operate internally to keep pace with a rapidly changing world.
Meeting client’s expectation through an enhanced client experience is key to making AEC industry relevant in digital globalized economy.
