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Bridge the Skills Abyss with Multidisciplinary Customer Experience and Operational Excellence Teams

03 Sep 2019 - Mickey Farrance

This white paper by analyst Connie Moore makes some good points about digital transformation projects.

Digital transformation projects will most likely be seen through one of two lenses: customer experience (CX) or operational excellence (OPEX). Limiting the scope to one focus is a mistake.

What will it take?

Large-scale digital transformation projects should address both perspectives, and project teams must tap into both skill sets.

And the right technologies:

When reinventing strategic, end-to-end, crossfunctional business processes, the Chief Customer Officer or another C-suite executive could drive major change by introducing new technologies that transform customer experience and business operations that span marketing, sales, forecasting, production, inventory control, shipping, accounting, and postsales customer service. The objective is to radically improve the customer experience while lowering costs, increasing productivity, and reducing risks by continuously improving internal operations, activities, and business processes.

Such a broad, strategic scope is a huge undertaking. Efforts with this scope and scale require a broad mix of skills drawn from the lines of business, IT, marketing, CX, and OPEX professionals, as well as application of appropriate technology.

You can download and read the entire white paper from the Bonitasoft library.