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May 31, 2019It’s easy to think that digital is taking over the customer-experience world. Widely shared statistics underscore the point: “More than 90 percent of all data in the world were likely created in the past two years,” or “More people are on social networks now than there were on the planet in 1960.” The important point isn’t the specific numbers—which often have a back-of-the-envelope feel—but the speed and scale of change they convey.
Businesses should learn from digital players, which have proven that a new way of working, based on agile principles, provides a breakthrough in balancing resource constraints and achieving excellent results. It’s easy to think that digital is taking over the customer-experience world.
Agile is one of the hottest management trends for companies across industries, and with good reason. This approach, which encourages collaboration, responsiveness, and ownership, has helped to transform different parts of an organization and generated significant performance improvements.1 Over the past decade, leading companies have applied agile methodologies to IT, software development, project management, and delivery organizations.
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