Ep48: Build It Like You Mean It: Turning Vision into Action in a Legacy Infrastructure World

What does it really take to change when everything around you is built for yesterday?

In this episode of the CXD Podcast, Oliver King is joined by Ian Rabagliati, Product Director at LeShuttle, where they unpack how to move past the weight of legacy systems, co-create change with the people who deliver it, and keep momentum alive with progress everyone can see.

Connect with Ian.

Chapters:

00:00 - The Dilemma of Legacy Businesses
01:31 - Transforming Vision into Reality
04:22 - The Importance of Starting
06:48 - Phased Approach to Change
10:08 - Design Thinking in Infrastructure
15:22 - Agile Methodologies in Physical Environments
19:41 - Putting Customers Back at the Centre
23:35 - Building Belief Through Visible Changes

More Episodes

featured-image

Ep48: Build It Like You Mean It: Turning Vision into Action in a Legacy Infrastructure World

featured-image

Ep47: What retail can learn from the five-star lobby (pt.2)

featured-image

Ep46: What retail can learn from the five-star lobby

featured-image

Ep45: Why the hardest part of leadership has nothing to do with strategy

featured-image

Ep44: Prove it or Lose it: The CX Case for Investment

featured-image

Ep43: Grace Under Pressure: Designing Passenger Experience Through Disruption

featured-image

Ep42: Reimagining Shopping, Space and Experiences in Transit

featured-image

Ep41: No More Queues, No More Excuses: The AI Revolution in CX

featured-image

Ep40: AI, Work, and the Human Experience

Subscribe

Don’t miss an episode of the CXD Podcast.

Sign up now for your fortnightly dose of reimagination.

Other Perspectives

Louvre customer experience

Why too much choice hurts your destination

Making big ideas stick: How Engine unites vision and execution

Host don't operate

Host, don’t operate: the human side of designing destinations

Winning over hearts and minds: the secret to creating a lasting design and change culture

Destinations that people feel

Designing destinations that people feel

Why siloed CX strategies fail

Why the approach to loyalty is broken – and what to do about it

The science of feeling: why emotion is the hidden driver of customer experience

Six ways to improve customer experience in aviation

Dubai Aiport Passenger Experience

9 key learnings from working with Dubai Airports

6 reasons customers personas can help you create experiences your customers love

5 ways a company can benefit from a service blueprint