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.
Book NowModule 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. |
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| 1.2 | Prioritize journeys. |
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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. |
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| 2.2 | Identify talent and skills. |
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| 2.3 | Create reporting structure and incentive plan. |
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| 2.4 | Identify training plan. |
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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. |
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| 3.2 | VC-style budgeting. |
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| 3.3 | Proactive change management. |
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| 3.4 | Backlog and roadmap prioritization. |
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| 3.5 | Management through KPIs. |
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| 3.6 | Frequent customer feedback. |
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