“Logic will get you from A to Z; imagination will get you everywhere. Knowledge is limited. Imagination encircles the world.” ― Albert Einstein
Take everything that you know, all that you have learned, and pretend for a minute you could start fresh. How would you do it? Remove the barriers and constraints and think of how it could be. This is the basis of your future state, how you’d like it to be. Any journey has a starting place and a series of destinations along the way.
Art of the Possible – this is your new, future, overall vision of how your organization, product, or service could be.
Customer Experience CX Redefined – more than a journey, this takes a transaction from the lens of your customer and follows it throughout your organization and how it is serviced. Every step in the process is considered and evaluated from the customer viewpoint.
Exponential Organization – Don’t think percentage improvement, think exponential change. The average company can service 100 customers per employee. A digital native company can service 25, 50, 100 thousand customers per employee!