In this Age of the Customer (AoC), many traditional businesses are under threat and need to change. Organizations often have the need to rethink their business strategy and operating model – but they often don't know how to approach the problem. Today, they tend to ask others to do it for them, when in reality; they need to do this for, and to, themselves.

We’ve been helping our clients rethink how they deliver value to their customers – thinking about how to industrialize their approach by working “Outside-in” to reconnect with their inner core – bypassing the political challenges of individual silos. The central part of an engagement is normally focused around a “big-tent” workshop format (with 20-80 people in a room); where cross-functional teams are facilitated and guided to elucidate a set of “service propositions” that together form the core of a future-state – a new way of working, or a new way of engaging each other to solve their own problems, even a new operating model. Along the way, they will use a number of core Forrester techniques– from persona design, through customer journey mapping … before getting down to processes and metrics design.

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