Vidya Priya Rao, is the Founder and Director of Innovatus Marketers Touchpoint LLP, a customer experience, marketing, and sales consulting and services firm based in Mumbai, India. She is a service design thinking decoder. She is a visiting faculty at S.P.Jain School of Global Management. She is an Executive, Marketing & Sales Coach, Trainer, and Keynote Speaker.
At this moment of truth, the 'd' word highlights that we need a different kind of thinking. It's about a new learning for the leadership, middle managers, and for your employees on the frontline and behind the scenes from multiple departments to enable the :WoW customer experiences."
You would be missing the key point by thinking that EX = ELC. As you continue reading it will be clear that, that EX is the responsibility of each leader and manager within an organization. Its about an employee being able to realize and unravel their full potential with the support of the organization.
As a leader, you can be a role model by demonstrating the change you want to see through your own behaviors and mindsets. You may start practicing these simple design thinking mindsets within your organization.