Many organizations have an unclear picture of the current state of people, processes, and technology used across the organization that drive content operations and customer experiences. This workshop positions organizations to fully understand the current content operations landscape and effort needed to deliver intelligent customer experiences.
Through a two-day, on-site workshop, plus three related remote discovery sessions, we will measure the current status of people, processes, and technology that produce customer experiences. The resultant activities will drive the collaborative development of a content operating capability to support intelligent customer experiences.
Together, we will identify how that capability will be established, sustained, and evolved over time.
This workshop positions organizations to fully understand the current content operations landscape and effort needed to deliver intelligent customer experiences.
Most organizations have an official idea of how systems, departments, people, and technology support one another — in theory. Most organizations also know that the way the systems are designed to work together are often not how they functionally work together with diverging, department-specific terminology and vision developing within the organization.
The workarounds and tools that are put in place by people doing the work to address actual or perceived gaps in the processes and tools. These are put in place to address requirements that have developed over time to meet the needs of the organization to deliver customer experiences. These workarounds and tools, while often not officially documented, are the actual current state of how people work within the processes and technologies.
The key to creating a cohesive and comprehensive future-state is understanding the actual current state and identifying the gaps of how things are supposed to work vs. how they really work.
[A] helps organizations identify the gaps in processes, people, and technology, and creates a validated current-state of content operations as the starting point to creating a comprehensive, cohesive, and shared vision of the future state that assures alignment to allow the creation of a sustainable organizational content operating model.
In a half-day remote discovery session with key leadership organizational stakeholders, [A] will work to define the perceived current-state of processes, people, and tools of content operations. Leveraging this knowledge, [A] will then design a two-day, on-site workshop to deep-dive into the identified areas of the organization, and schedule interviews with representative people from all areas of content operations.
In these on-site interviews, [A] uncovers how people perform content operations functions on a daily basis, identifies the tools and processes actually in place, and gathers feedback on what works well and where the pain points are to accomplish the work. After the interviews, [A] then identifies any gaps or areas that require further investigation, and may schedule additional remote interviews to close those gaps.
Often involved in the workshops are folks from IT, marketing, core processes that impact content operations, operations, content authors, channel delivery, and others.
Below is an example agenda for an on-site workshop:
8:30 – 10:00
- Introduction to [A]
- What is Intelligent Customer Experience (ICX)?
- What to expect in the workshops
10:00 – 11:00
- Breakout session with IT team
11:00 – 12:00
- Breakout session with content authoring team
1:00 – 2:00
- Breakout session with marketing team
2:00 – 3:00
- Breakout session with content delivery team
3:00 – 4:00
- Breakout session with video production team
4:00 – 5:00
- Breakout session with social media team
9:00 – 10:00
- Breakout session with content technology team
10:00 – 11:00
- Breakout session with CMS technology team
11:00 – 12:00
- Breakout session with content strategy team
1:00 – 2:00
- Breakout session with customers / end users
2:00 – 4:00
- Wrap-up with key stakeholders
- Readout of initial impressions
Analysis and documentation of discovery sessions and onsite interviews
Definition of current-state findings
Recommendations and roadmap of short- and long-term future states
Recommendations for immediate next steps
Analysis of tools and systems deficits
Identification of potential tool sets / tool changes
Analysis of current processes and people
Identification of potential processes and people changes
Delivery of video / recordings of all workshops
Remote stakeholder readout