Intuit: How customer obsession becomes employee obsession
This time in Rewilding Work with Paul Miller, Priya Thummalapalli, Intuit’s Director of People Experience Solutions, shares her thoughts with Paul Miller, DWG’s Founder and Chief Creative Officer.
Based at Mountain View on the US west coast, Intuit is surrounded by a nature paradise which truly supports evolution in the workplace. It’s a site designed to help its employees – and therefore customers – to thrive.
A previous DWG Digital Workplace Leader of the Year Award winner, Priya offers tantalizing glimpses into Intuit’s approach to collaborative on-site neighbourhoods and guided onboarding experiences. She talks about the company’s methodology and mindset of customer obsession, and lifts the lid on the ‘follow me home’ research concept, where employees and customers are observed using products at home.
“When you start to observe customers in their natural habitat, we are able to glean something that we typically will not get from interviews. What happens is we start to see behavioural information.”
– Priya Thummalapalli, Director of People Experience Solutions at Intuit
Sharon O’Dea, Founder of Digital Workplace Experience Study (DWXS) and co-Founder at Lithos Partners, along with Dan McMillan, Chief Financial Officer at Digital Workplace Group, add their insightful observations.
Rewilding Work focuses on how today’s change-makers are reimagining workplaces for the future. Watch now for more on how Intuit’s customer obsession helps employees and customers alike, and hear Paul’s three ‘seeds of wisdom’ to help with your own thinking.
Show notes, links and transcript for this episode:
Categorised in: Future of work, Metrics & measurement, Nature of Work, Rewilding Work
