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Architect your organization
to drive customer engagement

To grow revenue and retention today, organizations need to continuously evolve a customer value proposition that sets their brand apart. Practically speaking, that means one thing — delivering and maintaining differentiated customer experience.

Unfortunately, that isn’t always easy. Building compelling experiences is one thing, but keeping experiences continuously aligned with customer needs is another challenge altogether. It requires three key things:

  • An enterprise-wide commitment to customer-centric innovation

  • Access to timely insights, and the ability to turn data into new customer value at speed and scale

  • Reusable capabilities that anyone across the enterprise can apply to deliver great CX 

That’s where product and platform thinking become incredibly valuable. By applying product and platform thinking to CX, organizations can create adaptive, customer-centric teams, build a flexible foundation for rapid evolution and start delivering products that drive revenue growth, increase customer engagement, and create new business insights.

How Thoughtworks enables continuous CX evolution

Thoughtworks’ Customer Engagement Platform (CEP) is a solution framework that helps organizations continuously evolve their customer value proposition delivered through their portfolio of products and coordinated touchpoints. When a company treats their business as a platform, while applying product thinking to every aspect of their customer experience, they increase both engagement and time to market for every CX initiative. Ultimately, this results in accelerated time to value and increased brand equity over time.

The power of a product and platform-based CX approach

By building multi-disciplinary teams that utilize product and platform thinking for CX, organizations can:

• Improve the consistency of CX and experience delivery
• Build reusable, composable CX capabilities
• Learn more about customers, and turn data into timely insights to drive engagement
• Accelerate time to value for CX initiatives
• Establish a customer-centric mindset across the enterprise

Discover what combining product and platform thinking for CX could help you achieve

Recommended reading

Customer experience: Measuring the real returns on surprise and delight

Delivering standout customer experiences can be costly. So, it’s essential to measure and assess your returns carefully. In this edition of Perspectives, we explore the metrics helping CX leaders track their progress and continuously improve customer experiences.

Building a digital retail platform to accelerate new capabilities

Discover how leading retail conglomerate Falabella uses platform thinking to accelerate growth, reduce time-to-market, and deliver seamless omnichannel experiences.

HBR Pulse report: Transforming customer experience inside and out

CX has never been more important — but there’s a huge gap between where organizations are, and where their customers want them to be. The Harvard Business Review takes an in-depth look at the gap, and what enterprises can do to close it.

Platform power: The key to redefining customer experience

The need to deliver seamless, high-quality digital experiences has never been greater. Explore all of the ways that platform thinking can help.

How Mercedes-Benz delivers the sales experience of the future

To deliver the leading experiences of tomorrow, salespeople need immediate access to the right information and tools. Discover how Mercedes-Benz’s digital service platform helps staff spend less time on admin and research, and more time with customers.

Building a platform for continuous digital retail transformation

Across its 65-year history, German retail giant OTTO has continuously reinvented itself to meet the demands of modern customers. Find out how product and platform thinking are helping the company evolve ecommerce and deliver outstanding retail experiences.

Meet the experts

Joe Murray
Joe Murray
Rick Kick
Rick Kick

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