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Design a Customer-Centric Digital Operating Model

Putting the customer at the center of digital transformation.

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Uncoordinated efforts for initiatives within organizational siloes:

  • Fail to improve the stakeholder experience on end-to-end journeys.
  • Do not yield sticky improvements that continue to reap rewards long after the initiative has been put in place.

Establishing a digital operating model around end-to-end journeys will help you:

  • Increase customer satisfaction with your products and services.
  • Move the needle on critical KPIs for the business.
  • Increase employee satisfaction with your internal processes.
  • Shorten time-to-market for new products and features.

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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 road map in place to complete your project successfully.

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Module 1: Which Journeys Should I Transform First?

The Purpose

  • 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.

Activities: Outputs:
1.1 Identify critical journeys.
  • Taxonomy of journeys.
1.2 Prioritize journeys.
  • One or two journeys identified for lighthouse initiatives.
  • Roadmap with broader journey set.

Module 2: Which Team Is Right for Transformation?

The Purpose

  • 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.

Activities: Outputs:
2.1 Assign cross-functional, autonomous teams.
  • Multidisciplinary team structure, including roles and responsibilities for lighthouse.
  • Advisory council structure, including its decision-rights and responsibilities.
2.2 Identify talent and skills.
  • Skills for lighthouse.
  • Talent acquisition roadmap.
2.3 Create reporting structure and incentive plan.
  • Reporting structure for lighthouse.
  • Relevant KPIs for lighthouse.
  • Incentive structure of team based on KPIs.
2.4 Identify training plan.
  • Training curriculum.

Module 3: Which Critical Processes and Governance Structure Are Required for the Team?

The Purpose

  • Establish critical processes and governance structure required for the team.

Key Benefits Achieved

  • Right-sized processes and governance structure for the team.

Activities: Outputs:
3.1 Agile delivery model.
  • Understanding of Agile methodology through a simulation.
  • Introduction to journey mapping.
3.2 VC-style budgeting.
  • Budgeting process.
3.3 Proactive change management.
  • Change management process.
3.4 Backlog and roadmap prioritization.
  • Backlog and roadmap prioritization process.
3.5 Management through KPIs.
  • Management processes based on metrics and real-time operational reports.
3.6 Frequent customer feedback.
  • Mechanisms for soliciting stakeholder feedback.
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