Overview
Exact is a leading business software solutions provider specialising in accounting, enterprise resource planning, and other applications tailored for small and medium-sized enterprises. Make Team Work partnered with Exact to deliver a Design Thinking training session at their Customer Success Summit. The session aimed to empower 100 Customer Success team members to tackle real-world challenges using Design Thinking methods. Through an interactive, fast-paced format, participants learned to approach problem-solving creatively while collaborating in dynamic small groups.
Challenge
Customer Success teams often face complex challenges that require innovative solutions and cross-functional collaboration. Exact sought to equip their team with practical tools to approach problem-solving with a customer-centric mindset. The challenge was to design an impactful session that would introduce Design Thinking principles and demonstrate their application in a high-energy, engaging format.
Approach
We designed and facilitated a breakout session tailored to Exact’s Customer Success Summit. The session was structured to maximise engagement and learning within a short timeframe:
- Check-In: We opened with an energising activity to set the tone and focus participants on collaboration.
- Define the Problem: Participants identified a real challenge relevant to their roles, creating a shared focus for their teams.
- Team Formation: We facilitated team-building exercises to create dynamic, collaborative groups.
- Introducing the Methods: We provided a concise overview of key Design Thinking methods and tools.
- Hands-On Exercises: Teams engaged in a fast-paced application of the methods, brainstorming and prototyping solutions.
- Check-Out: We concluded with a reflection activity to capture key learnings and next steps.
Our facilitation ensured the session was both accessible and impactful, making Design Thinking principles immediately applicable for participants.
Outcome
The Design Thinking breakout session empowered Exact’s Customer Success team to tackle challenges creatively and collaboratively. The session successfully demonstrated the value of Design Thinking as a practical, customer-focused approach to problem-solving.
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