software.architecture

From the Initial Idea to Implementation – A Step-by-Step Guide to Visualizing and Optimizing Customer Experiences The Importance of Customer Experience Mapping Customer Experience (CX) is a crucial competitive factor. Companies that understand and improve their customer processes benefit from higher customer satisfaction, stronger customer loyalty, and ultimately increased revenue. However, in many organizations, customer experiences are not intentionally designed but rather the result of evolved structures and operational silos.

Why Traditional Strategy Processes Often Fail In many companies, strategy development follows a familiar pattern: A small team of executives or consultants creates a strategy, which is then presented in a series of PowerPoint slides. This is followed by an implementation phase, where employees are expected to simply “understand” the strategy and integrate it into their daily work. However, this is precisely where the problem lies: Strategies often remain abstract and difficult to grasp.

Why Many Companies Fail – and What We Can Learn from It Companies today face a critical challenge: In a world where customers are increasingly well-informed and have countless alternatives to choose from, simply selling products is no longer enough. Yet, many companies suffer from strategic shortsightedness. They optimize their existing business models, focus on short-term revenue growth, and overlook the evolving needs of their customers. A prime example of strategic shortsightedness is Kodak.