We know that clients will pay a premium for a better experience, but we have historically not told ROI story in that way. Using the Service Profit Chain Model, we can articulate our value in ways that our business stakeholders and sponsors understand, and ultimately deliver on delight.
Using the UX Maturity Model from Berndtsson (2014) as a framework, this presentation describes the specific, practical steps that the AppFolio team took to step up – and ultimately through – the UX Maturity Model and into the CX space.
The goal of business has been to achieve maximum profits, but that is starting to change as consumers increasingly demand a positive contribution to society as well. With these changes as a backdrop, AI and ML will change the nature of work. In this context, Enterprise UX will bring four super powers that will contribute to changing the nature of work.