Teams navigating change need time and focus to fully prepare. Bridging between technology implementation, creative contributors, and intelligent customer experiences takes specialized expertise in order to generate a cohesive and comprehensive solution.
Customer experience technology is easy to misjudge. Marketing is awfully effective at confusing enterprise technology buyers about what is actually under the hood.
Finding, validating, and selecting the right Customer Experience Management (CEM) platforms and technologies, customized to an organization's unique needs and complex data environment, is challenging.
[A] will lead a collaborative effort to define the requirements that a target content technology needs to provide the enterprise and its users. The outcome of the workshop and follow-on deliverable is a detailed plan identifying a list of baseline requirements, decision criteria, and who will need to do what and when. Optionally, the requirements and recommendations can be expanded to establish project budgets.
[A] helps organizations make informed choices for their intelligent customer experience technology stack.
- Build a clear vision of the path forward, organization-wide
- Identification of pain points with existing technology
- Document and build requirements around opportunities and efficiencies to be gained
- Identify and remediate technical debt in the future state definition
- Weed out unknown and implicit requirements that can be easily missed
- Clarify the full selection process, including roles and responsibilities
- Save time and brain-space by getting useful analysis completed
- Take focused action in a defined direction
- Maintain internal focus on the things that matter most
- Figure out what the REAL requirements are vs. what IT thinks the requirements are
- Know the vendor roadmaps and how they align with your vision and groups' vision
[A] often finds that stakeholders may not know what the full requirements are, or assume this knowledge all lies within IT. Also, some teams have been working with workarounds or the wrong solutions for so long, they may think that's just the way it is. In these scenarios, requirements often get missed. The workshop will start with internal requirements gathering by conducting interviews, in-person review of what people are doing with the current systems.
We will work together to identify implicit requirements — items that organizations don't currently think about but are integral to a successful implementation. These include items that ensure an efficient and logical experience for the creative contributors — those responsible for getting content and data into systems — and the workflows that streamline those experiences.
Another key aspect is understanding vendor capabilities and their roadmaps — mapping what they are telling us to our implementation's needs. Let's make sure our vendors are telling us the truth and that it meshes with our overall vision and where we are heading.
The Requirements and Roadmap Workshop will generate the design, technical development, and deployment tasks that drive the lifecycle from technology selection to realized value. We will also identity who is responsible for what tasks, and who we might need if they are not on the team currently. These items are the prerequisites for any organization to be set up for a successful project.
If needed, [A] can help assemble the required budgets for making all the requirements and recommendations a reality.
- Baseline list of functional requirements
- Baseline list of technical requirements
- Planning timeline (not necessarily date-specific)
- Responsibility Assignment Matrix
- Dependencies diagrams
- High-level third-party integration specifications
- Technical debt findings and remediation recommendations