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Johannes Ceh Of Strength And Balance: The Momentum Of Human-Centricity Happens Now
Manuela Walfenzao| 7 de septiembre de 2017
Johannes Ceh, estratega de Contenido Digital de Strength and Balance
Johannes Ceh, Content and Digital Strategist of Strength and Balance wrote an article published at CMO by Adobe entitled Don’t Start With The Why, Start With What For, searching for the best way to reach the full potential of customer experience in the digital era. After analyzing three mantras he believes drove some business to succeed: his own, “what for”; Simon Sinek’s one, “start with why”, and Steve Job’s, “you have to start with the customer experience and work back towards the technology” he arrived at: “You have to start with the customer and work back to customer experience and new work!” For Ceh, leaders need to embrace two massive paradigm shifts from digital: customer experience and new work, and how are these connected to and influencing each other? To do this he recommended the “imagine what would happen if” technique, which “provides us the opportunity to dream and it also can be used for distilling down your dreams into action to create a reinterpretation of your status quo.” Using this technique, he mentioned some “imagines”, including Imagine leaders could see millennials and the coming generations not as a threat to their organizations or their own careers? Or, imagine that customer experience was not just a challenge for your IT department but the greatest opportunity for connecting the dots within your organization, to deliver real solutions and values, to both employees and customers? Or imagine if your marketing team no longer saw the IT department as the dark side, but as a real partner to provide an infrastructure and collaborative framework creating values? Or imagine you could connect your employee experience with your customer experience, thereby creating true “new work” and seeing your employees enjoying delivering these services to your customers? For Ceh, living in the ‘Age of the Customer’ with all of its amazing digital tools provides massive opportunities to connect humans with each other, to upscale experiences. “One to one. Human centric. You have to start with the customer and work back to innovative customer experience and new work. The momentum of human centricity happens. Now” he concluded.
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