About the service
Leading organizations in nearly every industry recognize that traditional experiences no longer satisfy customers. The existing organizational capabilities, systems, processes, and underlying data models were not built to operate on the basis of customer experience.
Customer Experience (CX) Optimization
Identify and Understand the Customer
It begins with understanding who the customer really is, different customers have different needs and objectives so it’s important to understand how customers can be segmented.
Develop Customer Journey Map and Analysis
There are gaps in how organizations and customers view a customer journey. Each customer segmentation has a different journey driven by their needs and expectations. These journeys need to be mapped.
Analyze Customer Pain Points and Solutions
Analyzing the journeys, pain points, and areas for improvement enable a deeper discussion of how to better serve customers and enhance the overall CX for each customer segment.
Align, Implement, and Execute on Right Solutions
A final assessment of the solutions will help build a roadmap to enhance the overall CX across all segments. Some quick wins and long-term aspirations will drive continued CX over time.
Process Digitalization and Optimization
Assess Current State of Core Processes
Define the core business functions and building process maps by level across each area to understand the scope of ownership and pain points in the current state to align on the greatest business needs.
Design Future State & Identify Enabling Technologies
Prioritize use cases based on current needs to guide market assessment of emerging technologies. This can enable the desired state and select the right vendor partners across prioritized use cases to enable execution.
Build Implementation Roadmap & Guide Execution
Align on a holistic plan across use cases to implement solutions (often includes pilot scoping and launches) and support end to end program management needs with supporting change management tactics.
Data and Analytics
Define Analytics Vision & Document Environment
Align on the most critical business problems or goals with clear direction as to how a data driven environment can address them, conduct exploratory analysis to assess existing systems and data structure.
Address Current Gaps Versus Vision to Define Needs
Conduct deep analysis of current environment against vision to understand the gaps to address, map out plan to procure required data and supporting capabilities to close the gaps and enable vision.
Execute Against Plan to Close Gaps (Iterative)
Prioritize procurement of required data, then move to the technologies needed to build the analytics capabilities, operationalize the larger solution to enable the vision, and monitor performance over time.
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Rishi is an accomplished Digital Transformation leader with 20 years of cross-functional business and technology expertise. He leads large-scale, global, digital initiatives with a keen understanding of organizational challenges, from the perspective of both the business and end-to-end applications. He brings extensive experience in Digital Innovation strategy and process improvement, leading to increased efficiency and maximum return on investment for his clients. With certifications in Big Data & Artificial Intelligence from Rutgers and MIT, an executive MBA from Rutgers, and a Bachelors in mechanical engineering (B.Eng), Rishi successfully guides his clients in developing and executing the right Digital initiatives, tailored to their specific long-term strategic business goals.Get in touch with Rishi.