Customer Experience Consulting
When firms decide to undergo digital transformation to strengthen their customer experience, starting points can be vary tremendously. As a result, each consulting engagement is different. However, common questions we help to answer are:
how is technology currently being deployed within the organization?
how can bottlenecks that impede flexibility be removed?
how are internal organizational dynamics limiting or preventing digital transformation?
what are the core technology capabilities necessary to achieve business goals?
how can Agile and Lean approaches best be implemented?
what are the critical operational metrics that need to be measured?
Typical engagements include:
Financial Services Transformation
A financial services organization needed to move from a traditional internally-focused IT function to an Agile, customer-focused capability. They asked us to execute a series of interviews and workshops beginning with a Value Stream analysis to uncover bottlenecks in the way work was getting done. We then worked with both technology and business teams to develop newer, more cross-functional approaches to getting technology systems deployed to support both internal and external users. Over time, a wide range of organizational, process and technology improvements were implemented.
Software Time-To-Market Improvement
A large manufacturer needed to greatly reduce the time-to-market for new software while also improving software quality. They asked us to help automate a manual software development process in order to implement a more comprehensive automated test approach while also reducing the time required to get new software capabilities to the marketplace. This involved a range of software process and tooling changes that also resulted in lower cloud computing costs.