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Case Study The Rise of Outside-In Transformation

The Rise of Outside-In Transformation

Legacy infrastructure can lead us to think in terms of constraints – all the things our systems and people can’t do.

This inevitably leads to an “inside-out” design process, where we start with those clunky systems/processes on the inside, we then attempt to optimise a bad situation and then only later begin to polish the rough edges of customer service. This is a flawed approach. So what if we could disregard existing platforms and redesign the customer experience from scratch?

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Using an “outside-in” approach, we explore how we can work backwards from your ideal state and then begin to identify and bridge any systemic gaps.