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Agile-CX Transformation Gets Ahead by Harmonizing Mindsets

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Livework Studio
Livework Studio

An Agile-CX Transformation at adidas aims to harmonize Agile and customer experience (CX) mindsets to help the company better address complexity, volatility, uncertainty and ambiguity. The transformation involves flipping the script to integrate Agile and CX, building organizational capabilities over three years from 2017 through piloting, scaling and fully embedding Agile-CX practices. This requires balancing a dream of fast change with business realities and tailoring scaling efforts.

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An Agile-CX Transformation Getting ahead by harmonizing two mindsets Peter Brook | adidas Anna-Louisa Peeters | Livework
[insert orginial video à request Peter]
COMPLEXITY VOLATILITY UNCERTAINTYAMBIGUITY unpredictability knowledge VUCA
FLIPPING THE SCRIPT.
INTEGRATE AGILE & CX
activity none doingtrying strategizingcoordinating unaware buy-in organisational competence Agile-CX capabilities developing capabilities embedding capabilities CAPABILITY BUILDING
2018 2019 piloting scaling embedding 2017
BALANCING ACT
DREAM REALITY
SLOW FAST
SCALING TAILORING
DREAM REALITY SLOW FAST SCALING TAILORING
activity none doingtrying strategizingcoordinating unaware buy-in organisational competence developing capabilities embedding capabilities CAPABILITY BUILDING Agile-CX capabilities
Peter Brook Sr. Director Global Omnichannel Solutions Peter.Brook@adidas-group.com adidas.com Anna-Louisa Peeters Service Designer Anna-Louisa@liveworkstudio.com liveworkstudio.com/sdgc2018

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