The Experience-Centric Organization by Clatworthy, Simon David -- Read -- Imperial Library of Trantor

Index

Preface Part 1: The What and Why

1. The Experience-Centric Organization

What Is an Experience-Centric Organization and Why Is It Important? Why Customer Experience Is King Why This Is a Trajectory You Cannot Ignore The Inevitable Endpoint of a Long Journey Why Has It Taken So Long? The Power of Desirable Experiences Experience-Centric Goes Far Beyond Customer-Centric Experience Centricity Challenges Institutional Logics Wait—Haven’t I Heard This Before?What’s New? Why Should I Read This Book? Where Do I Look for Best Practices? Keywords for Experiential Transformation Endnotes

2. Five Steps to Becoming Experience-Centric

Both a Sprint and a Marathon Stage 1: The Customer-Oriented Organization Stage 2: The Journey-Oriented Organization Stage 3: The Customer-Centric Organization Stage 4: The Experience-Oriented Organization Stage 5: The Experience-Centric Organization Endnotes

A Tale of Two Restaurants From a Linear to a Circular Mode: The Wheel of Experience Centricity The Wheel: A Short Trip Around Innovating Your Service Experience Using the Whole Wheel

4. The Core Behaviors of the Experience-Centric Organization

Both a Roadmap and a Benchmark Endnotes

5. Organizing for Experience Centricity

Doing What You Love, and Loving What You Do Who Owns the Customer Experience Designing Organizational Logics Creating Alignment and Empowerment Within the Organization: The Top-Up Approach The Interaction-Out Approach: Working from the Experience Outward Rotating Jobs to Develop Experiential Empathy Infusion as Part of a Design Strategy Empowerment Removing Silos Mind the Gap: Using a Gap Analysis to Map Your Position Measuring Progress: What Can’t Be Measured Can Be Managed Prototyping the Organization Integrating Design Thinking and Design Doing into Your Organization Endnotes

Part 2: The How

6. Starting with the Experience

Moving from Function to Experience What Is an Experience? So, How Do We Create Memorable Experiences? Design for Experience, and Why You Cannot Design Experiences Endnotes

7. Experiential Translation: From Experiential DNA to Customer Experience

Why Do You Need to Translate? Moving from a Visual-Identity Brand to an Experiential Organization Experience First: The Mantra of Experience Centricity Creating an Experience Platform Endnotes

8. Experience Fulfillment: Designing the Experiential Journey

The Whole Made from the Parts Improving Your Touchpoints Ways of Innovating Through Touchpoints The Principle of Frequency, Sequence, and Importance Tips and Techniques for Experience Fulfillment Experience Prototyping: Fake It ’til You Break It The Top Experience Design Principles Endnotes

Part 3: Going Further

9. D4Me: Designing for Meaningful Experiences

Meaningful and Memorable Moments Consuming Meaning Worshipping at the Temple of WE You Just Couldn’t Make It Up. Or Could You… Myths, Rituals, and Symbols The Design for Meaningful Experiences Method Conclusion/Reincorporation Endnotes

10. Trendslation

Understanding Cultural Trends to Design for More Meaningful Service Experiences How to Trendslate Linking Experiential DNA and Culture The Trendslation Method: Three Steps of Translation Conclusion Endnotes

Conclusion Index