From the executive level who are tasked with driving new value, impact, revenue and competitive advantage, to front line staff who are at the customer coal-face and make or break the organisation's reputation, the need for alignment of customer strategy, values and delivery has never been greater. 

What is Lean CX?

Lean CX is a methodology that brings agile management together with customer experience to enable your organisation to achieve real value and cut through. It provides the framework for organisations to design and market-test valuable new customer experience initiatives, ready to scale. The methodology is based on proven concepts from strategy, marketing, psychology and creative problem solving. It is the low cost and least risk way to differentiate and add real value for your organisation. Applied across the enterprise, Lean CX delivers value from strategy development to frontline capability improvement.

The Lean CX Design Process

Phase 1: Prepare and align the teams

Phase 2: Find an adjacent market position for the organisation

Phase 3: Design a minimum viable initiative to market test

Phase 4: Scale and refine the initiative with real market feedback 

Lean CX: How to Differentiate at Low Cost and Least Risk

The Lean CX methodology was published by De Gruyter in March 2021 and is now available online at your favourite book supplier. Read the Lean CX Book foreword.

A Conversation on Lean CX

In the video below, CapFeather partners Dr Robert Dew and Cyrus Allen discuss their new book, Lean CX.

Listen to a Discussion on Lean CX

CapFeather partner Dr Robert Dew was recently interviewed on the Agile Brand podcast. During the podcast, Robert and interviewer, Greg Kihlstrom, discuss how Lean CX differs from traditional CX including how measuring success differs.

Why change how CX is done?

Organisations are looking for new ways to increase their customer impact and revenue. Their customers have changed since COVID and there is an opportunity to achieve a competitive advantage by delivering more of what their customers really want. Lean CX delivers the framework through which organisations can achieve competitive advantage and greater impact, at lower cost and least risk.

Lean CX Impact

The National Skin Cancer Centres worked with the CapFeather team to design and pilot product and service innovations that target patient segments. Using the Lean CX process, they found and tested a novel method for attracting new patients who would not have otherwise had a skin check. It lead to a 40% conversion to skin check. The long-term impact of this individual initiative is enormous when considering the organisation’s growth goals and vision. Read the paper by clicking the button below.

Lean CX Education

Chief Customer Officers, Strategy Officers and Transformation Officers are looking to increase the skills of their teams so they can reliably develop market tested new offers. Customer Experience Managers are looking to increase their skills, show the impact of their work, and be more valuable in the job market. Business Owners are looking to learn new ways to grow their business and sustain their employees.

Find out more about developing your team’s capability through CapFeather’s education arm, the CX Institute.