F2 - Ensuring you are building the right product through Agile and Customer Experience Management (CEM)

Customer Experience management (CEM) and Agile are two current buzz words in the industry that everyone is talking about. This presentation will describe the key principles of both philosophies and demonstrate how these two approaches align. Agile is about delivering customer value frequently and early. However, it is not only about doing Agile really well, but ensuring that we are delivering the product that meets customer expectations. Gartner defines CEM as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” Therefore, using CEM, it allows organisations to determine what true customer value really is, and enables you to prioritise features and items on the product backlog based on this value. This approach ensures that you are truly meeting your customer needs, and in doing so, providing a competitive advantage for your organisation. The presentation will focus on how these two levers align to deliver true customer value as well as introducing practical techniques to derive a product backlog that meets your customer needs.

Main takeaways:

Biase has over 14 years of project and programme management experience and over the last 5 years has built a passion around Agile as it is common sense and is true to his personal values. He is the head of the Agile service offering at IQ Business called agility@IQ that provides Agile training, coaching and consulting to assist organisations transform from a traditional approach to product development to an agile approach. He is passionate about sharing his knowledge and experience as well as learning from others through the Agile training and coaching. Biase and his team have trained over 2000 delegates in the last 36 months on Agile, Scrum, Kanban and Scaled Agile Framework (SAFe). He is currently working on one of the largest Agile transformations in Africa at a large corporate that includes coaching, consulting and training at executive to team level. Biase has also delivered talks at the Business Analysis Summit of South Africa (BASSA) in 2012 focusing on the role of the Business Analyst in Agile projects; facilitated a 3 hour workshop at the IIBA® event: Agile Professional Development Day 2014 with an Agile focus (Business Analysis techniques to derive product backlog items) and has presented a 10 minute TED style talk of the same topic at the combined SUGSA/IIBA conference held on the 13th of August 2014. This was also presented at the IT Web Software Development in April 2015 and has been accepted as a talk at the Global Scrum Gathering in Prague in Nov 2015. Biase has obtained several relevant certifications that include PMP, Prince 2 Practitioner, Certified Scrum Practitioner (CSP), Certified ScrumMaster (CSM), Agile Certified Practitioner (ACP) and SAFe Program Consultant (SPC) that allows him to provide both a practical and pragmatic approach to Agile transformations.