Business design

A customer-centric business is a great idea. So long as your business is geared up to provide the superb service that today's customers tend to expect. 

You need to design a fabulous user experience, but you need the nitty gritty of systems and processes to make it work. You'll find articles about both of these here. 

And if you're struggling to tell swim lane diagrams from  customer journey maps, maybe I can help? Just get in touch.