{"id":5670,"date":"2019-11-28T07:26:58","date_gmt":"2019-11-28T12:26:58","guid":{"rendered":"http:\/\/flevy.com\/blog\/?p=5670"},"modified":"2020-12-18T22:37:14","modified_gmt":"2020-12-19T03:37:14","slug":"what-should-constitute-your-omni-channel-customer-journey-design","status":"publish","type":"post","link":"https:\/\/flevy.com\/blog\/what-should-constitute-your-omni-channel-customer-journey-design\/","title":{"rendered":"What Should Constitute Your Omni-channel Customer Journey Design?"},"content":{"rendered":"

\"\"Businesses are getting increasingly complex and so are customers\u2019 expectations. \u00a0Digital organizations are digitizing their critical Customer Journeys<\/a> at scale to outperform competition.\u00a0 These organizations are using Digitization to create streamlined journeys, which result in more agile IT units, quick delivery of new products, and improved Customer Experiences and Engagement.<\/p>\n

But before embarking on digitization and streamlining Customer Journeys, organizations need to transform their products, processes, legacy systems and technology, and culture to become truly digital businesses.<\/p>\n

Streamlining multiple Customer Journeys concurrently requires integration of existing systems, building new capabilities, and deploying existing competences in a different way.\u00a0 Specifically, it entails embracing the following 5-phase Omni-channel Customer Journey Design<\/strong><\/a> approach that is critical for improving Customer Experiences<\/a> and accomplishing higher Customer Engagement:<\/p>\n

    \n
  1. Develop Enterprise Customer Experience Story<\/strong><\/li>\n
  2. Prioritize Technology Transformation Projects<\/strong><\/li>\n
  3. Develop a Flexible Ecosystem of Technologies and Platforms<\/strong><\/li>\n
  4. Adapt Principles of Strong, Agile, and Lean<\/strong><\/li>\n
  5. Be Adaptive in Performance Management<\/strong><\/li>\n<\/ol>\n

    \"\"<\/a><\/p>\n

    Now, let\u2019s talk about the first 3 phases of the Omni-channel Customer Journey Design approach.<\/p>\n

    Phase 1 – <\/strong>Develop Enterprise Customer Experience Story<\/strong><\/h2>\n

    Creating a Customer Experience Story calls for setting up a Customer Experience team.\u00a0 The Customer Experience team begins by identifying the critical factors and main concerns in their customer relationships.\u00a0 Around these themes, they, then, carefully outline the experiences customers may come across during each and every interaction they have with the company in the form of a story. \u00a0The Enterprise Customer Experience Story is unique to every company and provides a summary of the strategy, brand, and positioning in workable terms.<\/p>\n

    Next, the team identifies the journeys that are able to effectively deliver the factors and features critical for the customers utilizing digitization. \u00a0Each journey should be critically analyzed to assess its significance, cost advantages associated with scaling it, the governance and technical impediments, and the availability of adequate financial and leadership resources to manage it.\u00a0 Thorough analysis of Customer Journeys yields a plan of action that aids in creating prioritized journeys.<\/p>\n

    Phase 2 – <\/strong>Prioritize Technology Transformation Projects<\/strong><\/h2>\n

    IT Transformation is typically the most challenging and resource hungry among other change initiatives.\u00a0 For instance, designing a mobile app is simple, however, it\u2019s the linkage of the app to all the channels customers use and its integration with the back-end systems<\/a> that is complicated.<\/p>\n

    To undertake Digitization, companies should avoid digitizing each journey separately\u2014as it fosters internal silos\u2014and investing heavily in Internet or mobile-channel IT. \u00a0A better approach for the organizations is to rather prioritize the IT initiatives to enable smooth transformation of IT architecture with the addition of more customer journeys. \u00a0Standard IT components are reusable across different journeys.<\/p>\n

    Phase 3 – Develop a Flexible Ecosystem of Technologies and Platforms<\/strong><\/h2>\n

    An important consideration for digitizing core journeys and scaling digitization is to link your IT systems with the technologies and platforms working outside the firm. \u00a0These external systems provide the organization several advantages, including quick access to new customers, data pools, and capabilities.<\/p>\n

    Next-generation integration architecture should be designed in such a way that it should support open standards, dynamic interaction models, and curtail security threats.\u00a0 Progress in cloud computing and technology infrastructure has made quick and easy access, management, and operations of infrastructure resources possible\u2014including networks, servers, databases, programs, and services. \u00a0The skills needed to manage these technology ecosystems<\/a> include DevOps<\/a> experts to supervise integration of development and operations, enterprise architects, cloud engineers to manage software and cloud-computing, data scientists, and automation engineers.<\/p>\n

    Interested in learning more about the other key phases of the Customer Journey Design approach<\/a>?\u00a0 You can download an editable PowerPoint on Omni-channel Customer Journey<\/strong> here<\/u><\/a> on the Flevy documents marketplace<\/a>.<\/p>\n

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    \u2013 Omar Hern\u00e1n Montes Parra, CEO at Quantum SFE<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"

    Businesses are getting increasingly complex and so are customers\u2019 expectations. \u00a0Digital organizations are digitizing their critical Customer Journeys at scale to outperform competition.\u00a0 These organizations are using Digitization to create streamlined journeys, which result in more agile IT units, quick delivery of new products, and improved Customer Experiences and Engagement. But before embarking on digitization… What Should Constitute Your Omni-channel Customer Journey Design?<\/span><\/a><\/p>\n","protected":false},"author":110,"featured_media":5673,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"categories":[81],"tags":[222,1535,840,1780,1807,917,1806,1381,23,1254,1374],"class_list":["post-5670","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategy","tag-agile","tag-business-transformation","tag-customer-experience","tag-customer-journeys","tag-devops","tag-digital-transformation","tag-digitization","tag-information-technology-architecture","tag-lean","tag-omni-channel","tag-technology-ecosystem"],"_links":{"self":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5670","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/users\/110"}],"replies":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/comments?post=5670"}],"version-history":[{"count":7,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5670\/revisions"}],"predecessor-version":[{"id":7863,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5670\/revisions\/7863"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/media\/5673"}],"wp:attachment":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/media?parent=5670"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/categories?post=5670"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/tags?post=5670"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}