The rise of the customer journey
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WHAT IS IT ABOUT?
Organizations want to keep the customer experience at the center of their business, and they can now highlight their client journey on every digital platform through automation and artificial intelligence. But while the marketing department will take care of the customer journey itself: what does that mean for the rest of the organization?
- The marketing manager who understands he cannot do it alone.
- The CEO who wants to investigate how to support marketing.
- The transformation manager who understands that a customer journey has a organisational wide impact.
- The innovation manager who is playing around with new business models.
- The consulting partner who is advising her client on the ramifications of customer centricity.
Vision
where is digital fit in
Strategy
where is innovation needed
Leadership
inform and encourage employees
Communication
link initiatives to not reinvent the wheel
People
how to build a digital organization
Processes
how does digital change processes
where is digital fit in
Strategy
where is innovation needed
Leadership
inform and encourage employees
Communication
link initiatives to not reinvent the wheel
People
how to build a digital organization
Processes
how does digital change processes
As you can see, you're not asking your respondents for opinions, satisfaction or agreement. Our scientific research has shown that these are very bad fuel for algorithms. Instead, we ask for verifiable facts or -behaviour. For further reading, you can download our AMAIZE magazine dedicated to this topic or discover the scientific papers in the Resources section.
After you have downloaded this questionnaire, you can - in your Toolbox - edit, add/delete, and translate questions & answers to your liking. Clicking the "Help me PRAIORITIZE" buttons in the Toolbox activates our A.I. to help you finish your masterpiece..
Q. What is the process for new customer onboarding?
Q. Is digital transformation understood and agreed between customer and supplier?
After you have downloaded this questionnaire, you can - in your Toolbox - edit, add/delete, and translate questions & answers to your liking. Clicking the "Help me PRAIORITIZE" buttons in the Toolbox activates our A.I. to help you finish your masterpiece..
Q. What is the process for new customer onboarding?
- Not present
- Manual process carried out by customer service
- Full SaaS platform integrated process (e.g. Zendesk)
Q. Is digital transformation understood and agreed between customer and supplier?
- Not or not applicable to our organization
- We have some knowledge about it
- We are actively involved in concrete processes and projects within digital transformation
The artificial intelligence creating the questionnaires for the store has been inspired by over 11.000 whitepapers from more than 100 noted consultancy firms. Algorithms selected the 20% best papers and grouped papers from different consultancy firms into specific questionnaires. Why settle for less? Here is a summary how we did it.
If you feel you need outside support after conducting your assessment, we recommend the firms that have written the below mentioned whitepapers. Not having a paper selected does NOT mean that a firm does not give good advice.
If you feel you need outside support after conducting your assessment, we recommend the firms that have written the below mentioned whitepapers. Not having a paper selected does NOT mean that a firm does not give good advice.
| NAME | TITLE PAPER |
|---|---|
| cognizant | revenue-cycle-management-for-medical-device-companies-codex4148.pdf |
| gartner | gartner-infrastructure-operations-cloud-india-scale-devops.pdf |
| infosys | reducing-mortgage-funding-leakage.pdf |
| sdggroup | The-Future-of-Retail-post-COVID-19-Brigital.pdf |
| oxera | The-new-SGEI-framework.pdf |
| oliverwyman | Cyberattacks_The_Increasing_Risk_For_Retail_Oliver_Wyman.pdf |
| deloitte | dttl-hc-hctrendssouthafrica-8092013.pdf |
| oliverwyman | Circular-Economy.pdf |
You will download so much more than a set of questions and answers. This questionnaire contains everything for the full consultancy experience:
- Respondent profiles for a helicopter view of your audience.
- A maturity model with which algorithms calculate a six times smarter improvement target (compared to when you leave that to a human).
- Improvement suggestions (per question) how to move from one answer to another
- Suggested follow-on projects. After all, moving your organization from A to B might require more than just doing an assessment.
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