Nick Fisk emphasizes the importance of transitioning companies to a customer journey-focused product ownership model. Drawing from his experiences at AT&T and currently at Optimum, he highlights creating director-level product manager roles responsible for key customer journey segments. This change improved customer-centricity in product development. Fisk advocates for continuous customer insights integration throughout the product lifecycle, ensuring improvements beyond initial launches. His insights underscore the need for organizational structures that support deep customer engagement and product optimization.
The point of the PMO at AT&T was to make sure that customer experience design wasn't a one-time checkbox. We wanted to ensure that we leveraged customer insights during the entire product development process.
To create a successful transformation, we developed director-level product manager roles to oversee segments of the customer journey, allowing for consolidation of functional expertise.
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