Experience Design

Senior leaders are feeling the push from shareholders to continue driving their organizations forward, but is AI the answer? Just because AI is front-page news, is it right for your organization? Are the implications truly understood? These questions and more are crucial for leaders as the AI evolution continues to shape the next wave of work. Clearly, AI will profoundly transform our lives in the years ahead. Finding the balance between opportunity and implications is key to our success as well as to our future.

This executive report, written by industry thought leaders Whynde Kuehn and Mike Clark, explores these opportunities and implications, discusses how business design can be a crucial guide for AI, and provides key recommendations for moving into action.

This article discusses four often confused organizational views: customer journeys, value chains, value streams, and business processes. On the surface, each of these business artifacts may appear to have some similar elements, such as the business vocabulary they use or the fact that they represent some concept of “flow.” However, as this article clarifies, all four views differ in both intention and representation and thus should be clearly differentiated from each other.

This article provides an overview of the benefits and integration points between customer experience design and business architecture, two mutually beneficial disciplines, both critical to customer centricity and transformation.