In early 2023, Ford Motor Company Europe faced significant coordination challenges across departments and markets, particularly affecting the CX for their Model-e range. The organization needed a transformation that would foster better collaboration and more customer-focused outcomes. This transformation was driven by a tailored agile approach, which included:

• Identifying Bottlenecks: Visualizing and addressing coordination and communication challenges between departments and regions.
• Applying Systems Thinking and Kanban: Running STATIK (Systems Thinking Approach to Implementing Kanban) workshops for various markets to map workflows, optimize processes, and set Work-in-Progress (WIP) limits.
• Technology Integration: Using tools like Jira and Suite CX to enhance visibility, manage dependencies, and link CX efforts directly to business outcomes.
• Portfolio Management: Streamlining the portfolio of CX experiments to prevent overburdening the network and prioritize high-impact initiatives.

The results included a significant improvement in workflow efficiency, decision-making, and CX alignment across Ford’s European markets.

This session is designed for leaders and practitioners in large organizations looking to drive CX transformations through agile methodologies, systems thinking, and technology integration. Attendees will leave with insights into managing large-scale transformations, overcoming organizational silos, and ensuring measurable CX improvements.