Applying Design Thinking Principles Product Management Svpma

applying design thinking principles product management svpma

89% felt that customer experience as either very important or critical to their firm’s strategy in 2009. 80% said that their executive teams aimed to differentiate their firm’s customer experience. 65% described their approach to customer experience as either disciplined or very disciplined (up from 58% last year). 57% have a senior executive in charge on improving customer experience across products and channels (up from 45% last year). More than half picked lack of budget and lack of cooperation across organizations as major obstacles to their customer experience efforts.