A Roadmap for Customer Service Digitalization

SUMIT PANDEY

This article covers the high-level roadmap for digital transformation. It provides high-level objectives and a roadmap to achieve them. It covers the strategic objectives and roadmap to achieve them. This section covers the high-level roadmap for digital transformation. It provides high-level objectives and a roadmap to achieve them.

It covers the strategic objectives and roadmap to achieve them. It also covers a number of specific initiatives and projects that need to be undertaken to achieve the strategic objectives. It includes a high-level view of the key initiatives, the timescale, and the milestones.

The roadmap also covers the high-level objectives, objectives, and key initiatives for the transformation of the key business domains. It includes the objectives for IT, HR, Finance, Operations, and the Customer Experience.

The roadmap also covers specific initiatives and projects that need to be undertaken to achieve the strategic objectives. It includes a high-level view of the key initiatives, the timescale and the milestones.

1. Assess the external and internal situation

External forces will have a significant impact on the transformation. It is important to understand the current situation and the forces that will affect it. They will have a significant impact on the transformation. It is crucial to understand the current situation and the forces that will affect it.

1.2 Identify and prioritize customers’ and other stakeholders’ needs

The next step is to identify, categorize and prioritize all the needs of the customers and other stakeholders.

This is a very important activity as the future roadmap will be based on these needs. Moreover, this will help in creating a healthy, long-lasting relationship with the customers and other stakeholders.

1.3 Analyze digital technologies suitable for enhancing customer experience:

The following steps are executed to determine which digital technologies can be used to enhance customer experience (CX). This analysis should cover all available technologies that could potentially contribute to CX enhancement in different business sectors. The analysis should include both partners’ and competitors’ products/services.

It should also include new areas of emerging technology that could provide an opportunity for differentiation from competitors or offering value-added services for customers. The analysis should cover both non-commercial and commercial areas of business such as IT, HR, Operations, Finance, Marketing and Sales etc.,

1.4 Analyze current business & operating model:

Analyzing the current business/operating model is another crucial step in determining where we are now? Where do we want to go? What are our strengths? What are our weaknesses? What gaps do we have? How can we overcome them? And how can we remain competitive in a rapidly changing landscape?

1.5 Analyze people and cultural potential for changes:

Analyzing the possible changes in people’s behavior and organizational culture is another important step in determining if we can make the transition to a new model, whether it is based on digital technologies or not. This analysis should include both technical and behavioral aspects of the change. It should also focus on the cultural issues that may arise with such transition.

1.6 Map and cross-map core & extended architectural domains:

This step involves identifying, mapping and documenting all the core & extended architectural domains (business/operating) related to CX enhancement across business sectors.

The output from this activity will give us a detailed picture of where we want to go. What are our strengths? What are our weaknesses? What gaps do we have? How can we overcome them? And how can we remain competitive in a rapidly changing landscape?

2. Develop strategy and assess business impacts

2.1 Define different business scenarios:

The organization should firstly define the different business scenarios. Based on these business scenarios, the organization will be able to determine what kind of changes need to be made in technology, processes and people etc.

2.2 Define target customer segments and technologies to be used:

Based on the defined business scenarios, the organization needs to determine target customer segment(s) and technologies (software/hardware) that need to be used for each scenario. This will enable effective decision-making while defining key initiatives and planning project timelines. The diagram below illustrates an example of how organizations may choose their target customer segments based on their key strategies.

2.3 Develop to-be business model:

The To-Be business model of an organization will be different for each scenario. The organization needs to first identify and define the high-level to-be business scenarios (for example, customer segments A, B, C). Based on these scenarios, the organization will then develop a detailed to-be business model with the key goals and objectives for that particular scenario.

2.4 Develop goal/objective hierarchy:

Once the To-Be business model is developed for all the different customer segments, it becomes easier for organizations to determine what kind of changes need to be made in technology, processes, etc. The goal/objective hierarchy below illustrates this.

2.5 Analyze objectives/business architecture impact:

The impact analysis of business architecture will help organizations to determine what kind of changes need be made in the current architecture. It will enable effective decision-making while defining key initiatives and planning project timelines.

Based on the To-Be business model, the organization will develop a detailed list of goals and objectives for each customer segment. The detailed list of the goal/objective hierarchy for each customer segment is used for impact analysis. The diagram below illustrates how different sets of goals and objectives are mapped with different sets of architectural domains.

2.6 Analyze business architecture/IT architecture impact:

Based on the To-Be business model, the organization needs to identify strategic IT systems, platforms, and applications that are crucial to achieving its organizational goals and objectives. The strategic IT systems are identified based on what parts of the To-Be business model they support (or hinder). The strategic IT systems might include ERP applications, CRM systems, SCM software, etc.. These systems can either be new or already existing within an organization's network infrastructures.

The next step is to analyze how these crucial IT platforms can be enhanced or changed to meet both short-term and long-term requirements as defined by organizations' strategy/business models. This analysis will help organizations understand what kind of changes need to be made in the current architecture (data center infrastructure, application servers, etc.).

3. Architect business solution

3.1 Visualize to-be business architecture:

The first step in digital transformation is to visualize the to-be business architecture. This includes mapping the to-be business model and goal/objective hierarchy. Once this is done, all core and extended domains should be mapped and cross-mapped.

3.2 Develop to-be people practices & organizational culture:

The next step is to develop the people practices and organizational culture needed to achieve the to-be business model. This includes defining the competencies, motivations, and reward system needed to achieve the desired results. It is also important to create an organizational culture that supports the new business goals.

3.3 Design to-be organization structure:

The next step in designing a digital transformation strategy is to architect the business solution. This includes dividing the total labor into distinct tasks and defining the mechanisms necessary to achieve coordination among these tasks. The elements of structure should be selected to achieve an internal consistency or harmony, as well as a basic consistency with the company’s specific situation.

3.4 Design to-be value chain & processes:

The fourth step in the roadmap for digital transformation is to architect a business solution. This includes designing a to-be value chain and processes. The value chain explains how a company creates and exchanges value with its stakeholders. This step considers designing to-be value chains and their decomposition to the level of more or less detailed processes.

3.5 Visualize to-be IT architecture:

The fifth step in the digital transformation process is to architect the business solution. This includes defining the technologies, data structures, and applications needed to enable the alignment of business and IT architecture. Doing so will help to ensure that automated systems and data architectures fully enable strategy, capabilities, and stakeholder value.

3.6 Analyze current state/target state transformation:

The final step in digital transformation is to understand the current state and target state of the business. Once these are known, it is necessary to analyze the gap between them in order to understand its width and what it takes to bridge it.

4. Establish initiatives and deploy solution

4.1 Define initiatives based on the objectives.

The final step in digital transformation is to establish initiatives and deploy solutions. This involves defining specific goals and objectives and then choosing the best way to achieve them. Each initiative should be focused on one or more specific objectives while avoiding overlap between them.

4.2 Prioritize initiatives:

After determining the objectives of the digital transformation, the next step is to establish initiatives and deploy a solution. Each initiative is given a budget and other resources. The prioritization of the initiatives needs to be based on the importance of the objective that should be achieved, its cost/benefit analysis, and the timeline.

4.3 Create initiative measurement criteria & KPIs:

Digital transformation is a process of change that incorporates technology into all areas of an organization in order to improve performance and competitiveness.

A successful digital transformation requires the establishment of initiatives and the deployment of solutions. In order to measure the progress of each initiative, criteria for measurement and accompanying KPIs must be defined. Each KPI must be well documented in order to ensure that data is collected and analyzed in a consistent manner.

4.4 Establish project plan:

After establishing a clear business case and roadmap for digital transformation, the next step is to establish initiatives and deploy solutions. This involves creating concise project plans for each initiative that precisely define objectives, scope, people involved, timeline, risks, etc. Having a proper project management skillset is of high importance in order to assure running the project according to the plan.

4.5 Monitor progress & deploy corrective measures:

After deciding on a digital transformation strategy, the next step is to establish initiatives and deploy a solution. Project monitoring will help management identify any discrepancies between the project plan and actual execution so that corrective measures can be taken.

4.6 Evaluate the level of success:

A successful digital transformation roadmap will involve a number of different steps, including creating a strategy, establishing initiatives, and deploying solutions. It is important to evaluate the level of success after completing these steps in order to continue on the digital journey.