What is Customer Agility ™ by Agile World Institute ®

Oct 5, 2023

The Agile World Institute ® is an initiative of Agile World ® Incorporated, California a 501(c)(3) nonprofit public charity which has soft launched Customer Agility ™ as a new agile Framework

LOS ANGELES & WESTMINSTER, U.K. - Oct. 5, 2023 - PRLog -- Customer Agility ™ is an evolution upon prior understandings of Customer Agility so that the entire organisation is focused on delivering the best possible experience to the end customers as part of both the requirements process and the organizational design. It does this by utilizing Artificial Intelligence (AI) to seek patterns in customer (interaction and sentiment) data as opportunities, issues and risks. Then the WHAT data is refined through User Experience Research techniques to understand WHY (context, human perceptions and human value) they are important.

WHAT and WHY two methods have existed as long as there have been data research, they are Quantitative and Qualitative research, they are not only complementary they are essential to avoid making the wrong decisions. If data leads without human context, well I expect you can imagine, one leg chairs may become the standard manufactured item based on cost, but would be unusable based on the human lense. Further bias is a real problem in both data and humans thankfully User Experience Research has built in bias control methodologies to eliminate personal agendas and cultural bias.

Customer Agility ™ recognizes that there are several customers;

Customer North Star
Business North Star
Technical North Star

These Customers each have a very specific perspective which defines their action, reactions and values. In Customer Agility ™ it is imperative that they are considered in a transparent and auditable manner so that the organisation evolves from the impact of its decisions and priorities. Customer Agility ™ needs to be contained in a framework to enable it to be established. That framework was started by Karl A L Smith, FBCS, FRSA a co-founder of Agile World ® in December 2022 and is built around his actual experience of delivering both components and end-to-end process from INSIGHTS (AI and User Experience Research) to OUTCOME (Brand Equity, Financial Impact, ROI, VFM, CSAT, NPS, ESG, PRI, Market Sentiment, Analyst Community and Shareholders).

Customer Agility ™ Details