1.
REWIRING YOUR ORGANIZATION
FOR CUSTOMER ENGAGEMENT
Joanne Molesky & Barry O’Reilly
@jemolesky #LeanEnterprise @barryoreilly

2.
ADAPTING TO CUSTOMER EXPECTATIONS
Maximum value is delivered
when people work together
Technology is a strategic
capability

3.
FOCUS ON YOUR CUSTOMERS
What matters to
our customers?
Who are our
customers?

4.
WHY IS THIS SO HARD?
The main obstacles to improved business
responsiveness are slow decision-
making, conflicting departmental goals
and priorities, risk-averse cultures and
silo-based information.
Economist Intelligence Unit:
“Organisational agility: How business can survive and thrive in turbulent times”

5.
PEOPLE MAKE IT HAPPEN
• Provide Leadership
• Hire and retain the right people
• Create a learning environment
• Foster good decision making by
creating visibility and
transparency

6.
CULTURE IS WHAT YOU DO

7.
HOW DO WE GET OUR PEOPLE TO ENGAGE WITH CUSTOMERS
Our people Our customers

8.
Enterprise Loop
Lean Enterprise Loop
CONNECTING WITH CUSTOMERS THROUGH OUTCOMES

9.
Evidence-based
decisions on outcomes
Create an
experiment
to test it
BRING CUSTOMERS INTO THE TEAM

10.
INTUIT - SNAP TAX

11.
REDUCE OVERALL RISK

12.
● Go and See the work
WHAT CAN I DO TOMORROW?

13.
● Go and See the work
● Map out end to end flow of value
WHAT CAN I DO TOMORROW?
Customer Cash

14.
● Go and See the work
● Map out end to end flow of value
● Implement and amplify feedback loops
WHAT CAN I DO TOMORROW?

15.
MAKE IT YOUR OWN
http://askabiologist.asu.edu/sites/default/files/resources/articles/scientific_method/
Make
Observations
Formulate
Hypothesis
Design
Experiment
Measure
Outcomes
Adjust based
on Learning

16.
THANK YOU
Joanne Molesky
Barry O’Reilly
#LeanEnterprise