Tools

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CX Journey Orchestration Workbook Map adaptive customer journeys.
IT/OT Application Heat Map & Processes List A template aligned to ISA95 to identify the dependent IT and OT applications and business processes.
IT/OT Disaster Recovery and Business Continuity Plan RACI RACI tool to document IT/OT roles and responsibilities for disaster recovery and continuity workarounds.
CX Journey Interview Guide Validate journeys with customer input.
CX Strategy Prompt Workbook Capture and refine buyer journey insights.
CX Portfolio Designer Align technology investments with CX priorities.
Horizon Scanning Workbook Track emerging trends shaping CX.
Modernize Your Loyalty Program Workbook Use this workbook to evaluate and prioritize loyalty opportunities and create a clear, phased roadmap that drives cross-functional alignment.
Healthcare EHR Evaluation and Scoring Tool A tool for scoring potential solutions when considering a new EHR system.
PSO-Specific Data Value Mapping Tool Give a one-sentence description of what the deliverable will help them do.