Design a Customer-Centric Digital Operating Model
Putting the customer at the center of digital transformation.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Uncoordinated efforts for initiatives within organizational siloes: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.
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 road map in place to complete your project successfully.
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. |
|
| 1.2 | Prioritize journeys. |
|
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. |
|
| 2.2 | Identify talent and skills. |
|
| 2.3 | Create reporting structure and incentive plan. |
|
| 2.4 | Identify training plan. |
|
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. |
|
| 3.2 | VC-style budgeting. |
|
| 3.3 | Proactive change management. |
|
| 3.4 | Backlog and roadmap prioritization. |
|
| 3.5 | Management through KPIs. |
|
| 3.6 | Frequent customer feedback. |
|