I wasn’t always an expert in Customer Experience and Outside-In
In fact, when I became an Industrial Engineer I didn’t have the first clue about how to deliver Successful Customer Outcomes.
I’m going to share a personal story with you about one of my early failures…
It’s a little embarrassing to share, but I think it will inspire you.
It was a quest of five years looking for a standardized Home Loan process and system for a world-leading bank. My team and I visited 30+ countries, reviewed more than 40 IT suppliers, and talked with other top banks and mutual lenders. We sat down with the best…