Jennifer Jones — Chief Strategy and Experience Officer, RGP
Published:
I think that the biggest leading indicator that your project won’t succeed long term is to think it’ll ever be done. I hate to say that. But… digital is never done. It is a living, breathing thing… to be successful, it’s like think about this like a living, breathing thing. Be open to the fact that you’re going to need to go back to the well and… you’re going to have to have continuous listening, continuous feedback, and this is going to have to have continuous… development.
What does Jennifer Jones say on The Agile Brand with Greg Kihlström?
Jennifer Jones, Chief Strategy and Experience Officer, RGP, says: In this interview, Jennifer Jones, RGP's Chief Strategy and Experience Officer, explains why many customer experience efforts fail because organizations neglect the employee experience and treat transformation as a tech-first, project-based effort. She urges leaders to prioritize human-centered diagnostics, sequence technology after understanding user needs, and adopt a continuous product mindset—ongoing listening, feedback, and development—rather than assuming digital initiatives are ever truly "done."
From: The Agile Brand with Greg Kihlström