Your goal is to delight the customer. But who told you what the customer wants? If you actually get to interact with your customers, they often want the world on a silver platter with a giant EASY button! And that story is completely different from what marketing is promoting or what the technology team is saying is feasible. So how do you “think like the customer” in a way that drives viable solutions?

Learning Objectives: 

• Customer-Centric Thinking (Business Acumen)
  • Identify and analyze techniques to understand and anticipate customer needs, preferences, and pain points.
  • Apply customer-centric approaches to project discussions and decision-making processes.
  • Evaluate the impact of customer-focused strategies on project success and long-term business outcomes.
• Creative Problem Solving (Ways of Working)
  • Explore creative and innovative techniques to empathize with customers and think from their perspective.
  • Identify tools and methodologies to generate alternative solutions and address complex challenges effectively.
  • Develop proficiency in asking probing questions and conducting "What if" analyses to uncover hidden insights and opportunities.