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Intelligent Customer Experience Readiness Health Check

To manage anything, first you must measure it. Before embarking on a journey towards delivering intelligent customer experiences, there is a need to collect, analyze, assess, and understand the key metrics around the current status of the systems being used to create and deliver the customer experience.
 

Gain a clear read on the readiness of your organization to support an Intelligent Customer Experience solution. Assess key metrics of organizational and operational readiness, including systems, operations, processes, delivery methodology, and more.

Use [A]'s process to gauge current status and see tailored recommendations on how the organization might achieve a minimal level of operational readiness, if not already there.

This ICX Readiness Health Check takes place through remote information gathering; including by interview, by survey, and by documentation review, followed by analysis of findings and recommendations presented in a crisp readout.

Planning ahead for omnichannel assures a consistent experience across all channels for customers.

Benefits

When there's growing commitment in the organization to move towards and sustain an intelligent customer experience, organizations often wonder:

  • Are the systems in place?

  • Do we have the right technology?

  • Does everything work together?

  • Does everyone really know what Intelligent Customer Experience means?

  • Do we have the right kinds of people?

Answers to these, and many other questions, are key to revolutionizing customer engagement through internal operations and organizational processes and models to ensure the investments already made and those that may need to happen to create an intelligent customer experience are returning the investment to the organization.

Product Details

Dive into specific, metrics-based questions and analyses in this health check, such as:

  • Delivery and support technology

  • Channel distribution

  • Content lifecycle

  • Desired and actual customer experience

  • Content reuse

  • Content personalization

  • Content and asset optimization

Measure important qualitative and quantitative answers about customer experiences, such as:

  • How well does our online experience deliver value to customers/end users?

  • Are we attracting new visitors and retaining current customers/end users?

  • Does our content resonate with customers/end users?

  • How well do we measure the success of campaigns and content investments?

  • What devices do most members use to visit our site?

  • Are email campaigns and newsletters fully integrated with our CMS or CEM?

  • Is our organization structured well enough to support modern technology developmental cycles?

  • In what ways could our operations be improved and streamlined with process?

These metrics and measures will help assess and determine a direction that allows the organization to lead with the vision to shape a new future, establish governance and build IT/business relationships to implement technology-based changes throughout the organization.  While at the same time right sizing the technology and organizational vision to meet existing constraints so the investment in these initiatives, infrastructure and content assets return the investment in them through relevant, personalized customer experiences.

Deliverables

  • A comprehensive analytics report with collected and measurable metrics

  • Executive brief presentation outlining key findings and associated recommendations

Clients Ask:

What is the business value of a health check?

Health checks provide inputs for businesses cases based on Intelligent Customer Experiences, Content-as-a-Service, efficiencies, and optimizing the value of content assets. Understanding and justifying investment in content strategy, engineering, and operations to support traceable business value.

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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From the Treasury

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