Fin Goulding is International CIO at the insurer Aviva, where his remit is to create a more innovative organisation based on Flow Agile. He has also performed CIO and CTO roles at Paddy Power, Visa, and Lastminute.com. Over the past decade, he has pioneered a more value centric workplace that employees find engaging and creative. He is the co-author of Flow: A Handbook for Change-Makers and 12 Steps to Flow: A New Framework for Business Agility.
Fin’s Roundtable: The Customer in the Agile Business
Customer success factors will play an increasingly important role in corporate and governmental strategies. However, Agile does not yet offer guidance on how to create customer value other than proposing lean iteration cycles. Arguably these cycles just take too long to be called agile. Agile at its core emphasises getting work done more nimbly rather than providing a framework for ensuring we do the right work. Flow Agile is a framework designed with an end-to-end customer focus in mind. It uses data analytics and social media to identify emerging customer needs and segments. And it uses a 4 phase model to translate these into flexible business goals that help agile teams to define work breakdown and workflow with clear pivot points. The benefit of the model we will discuss is that it ensures, as far as possible, that only work of value enters the flow.