ABSTRACT
“Delivery” is the phase of the customer’s journey where operational excellence is critical. Customers have made a commitment to purchase from an organization. A customer can purchase a low-cost pizza and monitor their pizza’s journey from creation through to delivery, tracking the delivery driver’s progress. Achieving a fantastic delivery journey for customers is not as simple as handing a purchase order over to a delivery team and telling them to do a good job. Customer experiences, like the one achieved by Domino’s, are only achieved by a cross-functional team that collaborates closely, continuously improving in an Agile environment. “Delivery” of a product or service to a customer typically requires more than one team and organization working together to ensure a smooth experience for the end customer. The “Delivery” phase of the customer’s journey is a great time to think about surprise and delight opportunities as they are perceived as a highly altruistic offering.
