Accelerating time to value with customer engagement platform
summary
Argues that accelerating time to value needs product-led experiments, not grand plans, and shows it by building a live price-match subscription for fuel that proves customer demand, drives adoption and revenue, and later reuses components in Aral (Germany) and an Uber partnership. Teams run tiny bets — including an eight-day project and deliberate kills — gather quick customer verbatim clips, iterate on a customer engagement platform, and report measurable uptake and faster funding decisions instead of multi-year business cases.
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chapters (10)
- 0:00Introduction
- 1:00How does BP reinvent their customer experience
- 2:25What was the existing state at the beginning
- 4:25What is CX strategy
- 7:42Accelerating time to value
- 12:45Outcomes vs outputs
- 15:05North Star
- 18:03First then slice
- 20:50Building on the thin slice
- 25:51Most challenging headwind
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