When you boil it down, organisations implement technology to improve customer experiences and outcomes, or to remove inefficiencies and costs.

Unfortunately, the default motivation in many organisations seems to be on the latter.

Inefficiencies and costs are easier to measure and build an investment case for, and are a low risk justification to provide stakeholders when green lighting a project.

Customer engagement, satisfaction and perception/intention are harder to measure.

Whereas costs can be easily forecast and quantified in advance, negative product/service quality issues - and their outcomes - are easily overlooked or underestimated.

Customer loyalty is a lagging indicator. Often the (self-inflicted) damage to your brand is done long before the impact appears in a measurable way on a P&L.

https://lnkd.in/g8jJguH

#humancentereddesign #organisationalchange #techforgood #humanleadership #technology #customersatisfaction #profitability