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Why Starting With End-to-End Customer Journeys Isn't Good For The Customer

‘Here’s how to make the argument to a stakeholder on your team that really wants to see that end-to-end vision: If the idea is to get value out to customers as fast as possible, does it make sense to explore every customer touch point? The time spent doing that intensive research could’ve been spent building and delivering an MVP for customers and get them excited about. Repeating this cycle gets the team to “learn by doing” and is actually a faster way to truly understand the customer’s end-to-end journey. It’s also a lot more engaging work than research and makes the team stronger.’…,, @cote