CHAPTER 23EXPERIENCE TRANSFORMATION PROGRAM PLAY: How do I build a robust program around Experience Transformation?
Many leaders believe that the secret to becoming a user‐first company like Airbnb and Apple is investing in a team of designers. In reality, it takes much more—it requires an organizational system that supports a user‐first strategy. A system that is geared to nurture and support the bv.d system that was discussed in Chapter 7.
The experience transformation program play deconstructs all the critical components to enable you to define, operationalize, and govern an organizational system around this strategy.
Who Are the Key players in the Experience Transformation Program play?
ROLE
WHO’S INVOLVED
RESPONSIBILITIES
DRIVER
Chief experience officer (CXO)
Owns the ...
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DRIVER