Lean CX

Chapter 7 Explore and Exploit

Normally the final chapter in a book like this would be about how expand beyond managing the Lean CX cycle as presented in Chapter 5 to consider how to scale a preferred Lean CX initiative. The contents of such a final chapter typically would describes some version of change management requiring top down support to execute. Two highly recommended topics to cover in this regard are John Kotter’s Eight-Step Change Process¹ and Eli Goldratt’s Change Matrix.² We don’t really have anything new to add to this topic. So instead of rehashing some other frames around how to scale, this chapter expands beyond the Scaled Agile concept introduced previously. A different approach to solving the innovation selection and execution ...