Go Forth With a Product Owner Mindset You’ve made it through this guide, full of best practices, case studies and actionable tips for providing your customers with positive experiences. But I want to leave you with a thought from analyst Korengold. He challenges those who are serious about CX to make the cultural shift from project management to product ownership. So what does that mean exactly?
This shift is nuanced, and maybe you don’t own the entire process or you’re expected to carry out directives that have been handed down to you. Regardless of what piece of the CX journey you touch, here are questions to keep in mind as you prioritize the people you serve: • How effectively did I help you solve your problem? • How effective was the staff you worked with?
Generally speaking, project management focuses on delivering a project on time and on budget. A product ownership mentality measures success based on delivering maximum value to the people being served.
• Would you be willing to recommend this service, and to what degree?
“What’s embodied in that is this notion of empathy, which is [understanding that] my customers know what they need better than I do,” Korengold said. “As much experience as I have delivering a product,…if I want to know how successful I am, I need to measure that through the eyes of my customers.”
It’s not enough to deliver a product or service. Understanding if that product or service meets the needs of intended customers is what true CX is about.
• Could you find the information you were looking for when you needed it?
“What’s embodied in that is this notion of empathy, which is [understanding that] my customers know what they need better than I do. As much experience as I have delivering a product, … if I want to know how successful I am, I need to measure that through the eyes of my customers.”
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