Problem Statement

As the new CDO sought to build a digital organization within the company, they lacked a holistic vision to drive initiatives and a backlog for the organization. Without a comprehensive view for the near-future state, teams were unclear on how to organize, prioritize, and ultimately execute their work.

Solution

Define a current state omni-channel CX journey defining major pain points and identifying where the digital organization could rapidly add value. Collaborate across the organization to define new experiences and revenue streams.

We then tested these concepts with end-users (both customers and employees), defined experience principles, and developed a prioritization framework to enable teams to rank initiatives across business dimensions.

These concepts and the prioritization model I created for them enabled product teams to take immediate actions balanced against long-term priorities.