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Intelligent Customer Experience Operations Workshop Requirements and Roadmap

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.

Benefits

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.

Product Details

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: 

Day One

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

Day Two

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

Deliverables

  • 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

Clients Ask:

How will this workshop help us advance our content operations capabilities?

This workshop is designed to be a holistic, efficient way to gather inputs on the current state and develop recommendations and a roadmap of quick wins and prioritized steps. The approach also involves related teams from the start, which will help with the essential change management ahead.

What kinds of gaps can this work uncover and help us address?

Together, we will look at the strategies, systems, tools, semantics, and processes of content operations. Examples of common gaps are siloed content teams, fragmented systems, moving content manually between systems, metadata struggles, and no standard processes or templates. Many clients are relieved to hear their challenges and work-arounds are not unique and that there are better solutions.

Ready To Talk?

Operations are often the reason why content intelligence initiatives ultimately succeed or fail. Learn how [A] can extend and support your existing Content Operations team or build a new team from the ground-up. Contact [A] today to get started.

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