- Asad Joheb, Payment Strategy and Business Architecture, TD Bank
- Djamel Djemaoun Hamidson, Senior Enterprise Architect & Strategist, CBC Radio-Canada
- Gerry Akkerman, Director, Business Technology Planning, TransLink
- Maneesh Gidwani, Chief Information Officer, Florida Ice and Farm Company
- Rob Church, Head of Enterprise Architecture, TransLink
- Simon Lee, Innovation Lead, Liquor Control Board of Ontario
- 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.
- 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.
This guided implementation is an eight call advisory process.
Guided Implementation #1 - Which journeys should I transform first?
Call #1 - Introduction to framework.
Call #2 - Identification of critical journeys.
Call #3 - Prioritization of journeys.
Guided Implementation #2 - Which teams are right for transformation?
Call #1 - Identification of team’s roles, responsibilities, and reporting structure.
Call #2 - Identification of relevant KPIs for lighthouse and discussion on KPI-based incentive structure.
Guided Implementation #3 - Which critical processes and governance structure are required for the team?
Call #1 - Discussion on Agile delivery model: design boot camp to frequent releases into market.
Call #2 - Discussion on journey mapping.
Call #3 - Discussion on processes: VC-style budgeting, backlog prioritization, etc.
Book Your Workshop
Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Module 1: Which Journeys Should I Transform First?
- Identify the core journeys within the organization.
- Prioritize the journey set.
- Select one or two journeys as lighthouse.
Key Benefits Achieved
- Informed decision on lighthouse selection.
- Draft roadmap with broader journey set that acts as a “north star” for future transformation efforts.
Identify critical journeys.
- Taxonomy of journeys.
- One or two journeys identified for lighthouse initiatives.
- Roadmap with broader journey set.
Module 2: Which Team Is Right for Transformation?
- Identify the right composition of the team, including roles and responsibilities.
- Establish reporting structure and incentives for the team.
- Identify the skills required for lighthouse.
- Create a training plan.
Key Benefits Achieved
- Defined set of roles and responsibilities.
- Aligned reporting and incentive structure.
- Plan to address skill gap within the team.
Assign cross-functional, autonomous teams.
- Multidisciplinary team structure, including roles and responsibilities for lighthouse.
- Advisory council structure, including its decision-rights and responsibilities.
Identify talent and skills.
- Skills for lighthouse.
- Talent acquisition roadmap.
Create reporting structure and incentive plan.
- Reporting structure for lighthouse.
- Relevant KPIs for lighthouse.
- Incentive structure of team based on KPIs.
Identify training plan.
- Training curriculum.
Module 3: Which Critical Processes and Governance Structure Are Required for the Team?
- Establish critical processes and governance structure required for the team.
Key Benefits Achieved
- Right-sized processes and governance structure for the team.
Agile delivery model.
- Understanding of Agile methodology through a simulation.
- Introduction to journey mapping.
- Budgeting process.
Proactive change management.
- Change management process.
Backlog and roadmap prioritization.
- Backlog and roadmap prioritization process.
Management through KPIs.
- Management processes based on metrics and real-time operational reports.
Frequent customer feedback.
- Mechanisms for soliciting stakeholder feedback.