Understanding customer relationships and managing the customer experience has never been more critical for business success.
Define Desired Experience: The ideal desired state Customer Journey can be created and aligned to new goal-based Personas. Future state capabilities – both from a process, people, and technology perspective – are defined. To ground the organization on priorities and track progress, it helps to create targeted Voice of the Customer metrics across the Customer Journey.
Develop Roadmap: Compiling a gap analysis catalog will drive the creation of initiatives that can be prioritized into a high-level implementation roadmap. To ensure goal-state metrics are tracked, an executive scorecard is created to summarize implementation progress and potentially adoption. Finally, a change management approach is defined to drive awareness and successful adoption through-out the organization.