Founder of ktc, I have a passion for service design, customer experience and entrepreneurship.
Much is said in the corporate world about customer-centricity: It is an approach that focuses on user needs, desires and limitations to generate innovative solutions. Delivering solutions based on the mindset of the customer became very popular among business managers at the beginning of the 21st century.
Among the design methods for reaching customer centricity, an approach that is closely aligned with the corporate world is the well-known design thinking and user journey mapping. Through this lens, companies started an offensive in creating frictionless journeys, products and service with more convenience. They also implemented new ways to measure customer success, like Net Promotor Scores (NPS).
And this paradox surrounding “progress” has never been so challenged: After decades of exploitation of the environment under the belief that nature is an infinite and