Design Thinking - Shifting focus from process to people

Fourteen years ago, I started my career with a reputed BPO Organisation based out of North India. I vividly remember the first training that I underwent was Soft Skills where I was thought how to actively listen and empathize with the customer. 

"We may not be able to get 100% resolution on all the calls however we must aspire for 100% customer satisfaction". 

This was the motto I learned and kept it for 3 years when I was hit by Lean Six Sigma which in those days was a skill most of my friends wanted to learn. On my first day of the training, I asked the trainer if the LSS (Acronym of Lean Six Sigma) improves the customer satisfaction and how? I remember trainer saying "Yes !!!. By reducing variation and waste". To which I asked "Why not actively listen and empathize with the customer ? ". 

Today when I look at how organisations are approaching transformation, "Design Thinking" is heard a lot which is essentially the mindset of understanding feelings of not only the customers but also employees and then creating services and products that provide better experiences.

Felt like the clock was re winded back 14 years. 

I think it is imperative that instead of mastering most of the skills we learn the skill of connecting and understanding our customer & employees or else we will soon be creating services and products that are appreciated by our organisation but not wanted by the customers.