This talk was held at ThoughtWorks Live 2014 in Australia, where over 160 Australian executives explored the theme ‘Customer engagement’.
Dan's talk highlights the coming crisis of value that organizaitons face in a hyper-competitive economy. Traditional thinking for building customer value is rapidly being made obsolete. Yet we've been content to use customer experience like cheap paint on a rickety old building, all too often investing in small ideas in service of the status quo. With entire enterprises vulnerable to being swept away, it's time to blow up our definition of customer experience.