Design a Customer-Centric Digital Operating Model | Info-Tech Research Group

Uncoordinated efforts for initiatives within organizational siloes fail to address the end-to-end customer journeys.
Organization lacks guidance on establishing a new operating model around customer journeys.

Our Advice

Critical Insight

Improving customer satisfaction at individual touchpoints does not translate into enhanced experience for an end-to-end customer journey.
A new operating model around customer journeys must be established for success.
An organization with the traditional structure and the legacy processes and technology must first learn from redesigning a few critical journeys as lighthouse initiatives before scaling.

Impact and Result

Sustainable increase in customer satisfaction over end-to-end journeys.
Increase in critical KPIs associated with journeys, e.g. time-to-resolution for a classic “I resolve” journey.
Increase in satisfaction for employees associated with journeys.
Faster time-to-market for new features: from yearly to monthly or even biweekly releases.

Design a Customer-Centric Digital Operating Model Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should care about end-to-end customer journeys and not individual touch points, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

Design a Customer-Centric Digital Operating Model – Executive Brief

1. Which journeys should I transform first?

Identify and prioritize critical journeys for your organization.

2. Which team is right for transformation?

Determine the right team for transformation.

3. Which critical processes and governance structure are required for the team?

Identify the critical processes and governance structure required for the team.

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.

Client

Experience

Impact

$ Saved

Days Saved

Testimonial

Skidmore Sales

Workshop

8/10

N/A

N/A

best was the information and coaching on Digital worst was the technical issues using Teams, although these were addressed the delays were painful

Jamaica Public Service Company Limited

Guided Implementation

8/10

N/A

N/A

Very informative session as usual.

Jamaica Public Service Company Limited

Guided Implementation

9/10

N/A

N/A

The conversations are very insightful in addition to the materials provided. The inclusion of more details for how to approach some of the specific... Read More

ACS Ventures Inc.

Guided Implementation

5/10

$1,700

2

Analyst was very knowledgeable. The first call helped the better understand requirements. A follow up call would be beneficial as it will give ... Read More

The Corporation of the City of Kingston

Guided Implementation

9/10

$2,000

5

At this point my estimates of $ and time savings are low end simply becuase we are so early. This has been terrific information so formation and lo... Read More

Honda de Mexico

Guided Implementation

6/10

N/A

2

BF&M (Canada) Limited

Guided Implementation

8/10

N/A

10

Best - consultant was very relatable and brought real world examples Worst - Webex audio issues made conversation difficult to understand at times.

Mott MacDonald LLC

Guided Implementation

9/10

N/A

N/A

Dark Fibre Africa

Guided Implementation

9/10

$1.09M

100

The best part is the tools and templates. In particular this confirmed the current challenges we are all facing and introduced a different way of t... Read More

City of Toronto, ON

Guided Implementation

10/10

$1M

120

https://imgflip.com/i/2tehvz Thanks Arif and Emma! Pleasure speaking to you today.

Load More Testimonials

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