In this article, Greg Kihlström discusses designing, implementing, and managing meaningful and agile change for a customer-centric organization by looking at the four components of an agile digital transformation.

Doing customer experience well requires people, process, and platforms working together in harmony. It also requires that the organization is able to adapt and adjust using the best information and approaches available. This is where agile practices can complement CX initiatives very well.

You can’t have a truly successful design without the full team involved, as well as stakeholders, knowing and understanding the problem, and being able to contribute in an appropriate way towards its solution. Thus, there are several components to a creative-friendly process, and I’ll briefly explore this in five parts.

While there are many people more expert than myself in the subject, I happen to know a little bit about ballroom dancing. Aside from a girlfriend in college strongly...encouraging... me to join her in lessons, I shot a documentary on the subject almost two decades ago. Long story, and no, you can’t watch it. That being said, much is made over the creative approach to dancing, but these performances would be nothing without the underlying process and structure.

It would seem that process and creativity are at odds with one another. How, for instance, could a rigid set of rules help inspire great design, great experiences, or new approaches to challenges? In fact, the two can not only co-exist, but work together to create better results and enable teams to be more creative and productive.