Mapping omni-channel services to plan and deliver significant technological change
Our client — a top 5 Canadian bank — was in the midst of a multi-year transformation of its Contact Centre capabilities. Overall they were falling behind their competition, and needed to evolve their customer contact capabilities.
I was engaged to help our Technology clients summarize their plan of attack. I interviewed senior stakeholders on the Technology & Strategy teams and translated their multi-year project timeline into three main pillars: Customer Experience, Employee Experience and Operations.
Working weekly with their internal team, I developed a roadmap that helped visualize a connected, omni-channel customer experience.
The future state plans, and the technological pillars needed to make them a reality, were presented to senior executives and received C-level buy-in for the new Contact Centre vision. This was an essential step in mapping out a 5-year plan for long-term success.