In the new flourishing enterprise, conscious business or future-fit enterprise an integrated stakeholder view is taking over from the traditional customer view.
For years we have been focused on improving customer experience when building new products and services through human-centred design, lean and agile development practices. Over time customer experience gain the same level of presence as design thinking, lean, and agile with its separate but aligned standards, frameworks and methods.
Flourishing enterprise introduces an integrated stakeholder perspective to business. Integrated stakeholder perspective means all stakeholders needs and experiences are considered when creating/co-creating value, defining outcomes, understanding impacts and making decisions. For a flourishing enterprise stakeholders include:
- Customers / Clients
- Suppliers & Partners (of the enterprise)
- Community (enterprise resides and participates in)
- Owners and Investors
- Towns/Cities (enterprise resides and participates in)
- Regions (enterprise resides and participates in)
- Country (enterprise resides and participates in)
- World / Society (enterprise resides and participates in)
When building new business models and businesses, products, and services a broader view of experience is required. We call this Stakeholder Experience (SX). We have included Stakeholder Experience as a key element of our model for Business Transformation & Change — Product & Service Development shown below.
This post will updated on a regular basis to further define how to capture and utilize stakeholder experience to enhance business transformation and product and service development results.
More to come!