Outstanding experiences don't happen by accident; they're designed.
Thinking for CX leaders who want to drive customer-led change
Organisations don't always have a systematic process to create ongoing experiences that customers truly value. This collection of articles answers real business challenges that leaders face and provides solutions on how to create meaningful experiences where everyone wins.
3 Critical Lenses to Achieve Sustainable Growth
The million-dollar question every business leader faces:
Which growth initiatives deserve your limited resources?
The DVF Framework gives you 3 simple lenses to evaluate any opportunity:
✅ Desirability: Will customers actually want this? ✅ Feasibility: Can we actually deliver it?
✅ Viability: Does it make commercial sense?
We used this with Transport NSW's Sydney Metro launch. Initial idea: park at sports grounds, catch buses to Metro.
Problem? Wasn't feasible—big buses couldn't navigate neighborhoods.
Solution? Mini-buses picking up from homes. Same customer outcome, actually deliverable.
The magic happens where all 3 circles overlap. That's your growth sweet spot.
Learn the full DVF framework with 3 real case studies