CX-focused action
in marketing and sales meets processes and IT
CX-Forum with Maritz/Inmoment
with Bastian Heist und Markus Steil on 6 June 2020
CX-focused action
CX study from 2020 reveals:
- Lack of coordination between IT and business causes discrepancies
- There is no sponsorship from top management
- Companies do not invest in the most relevant channels
- Outdated analysis methods are often used
Different thinking of CX and IT
lead to misunderstandings:
Solution Approach
Originally a technique for modeling complex software. The special feature: The architecture and implementation are based on professionalism.
by Eric Evans (2003)
Definition
Domain-driven design is a procedure that makes complex software projects more transparent for everyone involved
Essential terms
In practice
Knowledge Crunching
is a procedure to generate a uniform and comprehensive understanding among all involved. Common methods include domain storytelling, event storming, user story mapping and example mapping (from behavior-driven development)
Ubiquitous Language
- Is not explicitly defined, but develops from the modeling
- Slow - no brute force approach!
- Changes in meaning often at context boundaries
- WOften becomes the "published language"
Desired result
Seek first to understand, then to be understood.
Stephen R. Covey, The 7 Habits of Highly Effective People
The desired result is:
