The CX Cast
359: Systems Thinking For CX: Collaboration And Productivity
Jun 18, 2024
Forrester VP J. P. Gownder discusses systems thinking in CX, emphasizing collaboration and productivity. Topics include the importance of AI-driven self-service tools, the influence of culture on systems thinking, the 'donut model' approach to collaboration, and the significance of focusing on interconnected issues for improved employee and customer experience.
26:14
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Quick takeaways
- Systems thinking emphasizes interconnectedness and the overall function of a system.
- Shifting focus to system-level outcomes promotes collaboration and enhances productivity.
Deep dives
Understanding Systems Thinking
Systems thinking involves recognizing that everything is part of multiple systems and that a system is more than the sum of its parts. It delves into the interconnectedness of various elements within a system and highlights the importance of understanding the overall function or purpose of the system. By shifting focus from individual parts to the system level, businesses can address challenges related to productivity and collaboration.
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