Customer Experience and Lean Six Sigma can be bedfellows

Last week, I have had a few conversations with IT Advisors and CRM practitioners around the merits of using Lean Six Sigma while approaching customer and IT transformation projects. On the surface, Lean Six Sigma (LSS) and Customer Experience can only be two dramatically opposite ends of the spectrum. Traditionally, Lean and Six Sigma have been synonymous with Manufacturing and in the Operational Excellence space which is seen as being number driven, while Customer experience is seen as a people driven exercise. So does it have a role in the Customer Experience or IT Advisory space? Continue reading