Customer Experience Management (CEM)

Case Study: IBM Builds A Design-Driven Culture At Scale

Provided by IBM

Category Customer Experience Management (CEM)

Type Case Study

Length 16

Publish Date September 23 2015

Date posted June 06 2016

Overview

In the push towards improved customer experience (Cx), design stands out as an essential skill. But how does a company, particularly a large global one, build design capabilities and, in the process, transform bot, its culture and resulting products and services?.

To help Cx professionals with their own efforts, this case study looks at the methods that IBM uses to do just that.

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