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Managing Customer Journeys in a Nimble Way for Industry 4.0
Abstract
In the Fourth Industrial Revolution, customers expect companies to provide journeys in line with rapidly changing expectations. This allows for great potential for project portfolios that can enable tailored experiences, powered by technology and insights coming from the 360° view of the customer, to improve the experience and touchpoints before, during or after the main interaction of customers with a company. This chapter will illustrate that project managers need to master a dual dynamic to do so. On the one hand, new types of projects, changing expectations and shifting habits offer humbling challenges. On the other hand, governance, change and delivery continue to be the foundational baseline. By integrating theoretical insights and real-life cases from conservative and progressive industries, the author wants to stimulate project managers. Rather than seeing Industry 4.0 as a transformational tsunami, they should see it as an opportunity to remain curious, nimble and committed, while working in a reality where rapidly changing demand entails growth, learning and great value.
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