We predict that 2015 will be a great year for customer co-design initiatives. There are four converging trends that bode well for customer-centric executives:
- Mobile app development is a popular investment among top execs.
- Mobile apps are well-suited to customer co-design.
- Mobile apps require close integration with customer portals, customer-facing web sites, social media, contact centers, and customer service.
- Customers’ priorities and success metrics (transmitted through stories) trump organizational politics.
Mobile app development is only one of many areas in which customer co-design shines. Ideally, you want customers to lead any new product or service innovation or re-design activity. But let’s get real. Embedding customers into your internal design and development processes is hard. It’s counter-cultural for most organizations.