Creating a Customer-Centric Culture

• Convert documented requirements into effectively deployed solutions
• Assure operational, organizational and technology development efforts align with the intended customer experience
• Capture customer/user feedback during deployment
• Assess ability of organization to standardize on new processes, technology and culture
• Measure the customer impact of new processes and technology
• Understand the essentials of becoming a customer-focused organization

I. Customer Focus and Solution Development

• Customer feedback during development
• Building for a consistent experience
• Customer validation

II. Transformation Planning

• Overall implementation strategy
• The transformation plan
• Manage the solution implementation
• Deployment and turnover

III. Organizational Readiness

• Readiness assessment
• Organizational change management
• Operational implementation planning
• Implementation and support
• Planning for validation and sustainability

IV. Validating Customer Impact

• Interviews and surveys
• Experiencing the CX
• Process performance alignment with CX
• Responding to gaps in expectations

V. Cultural Transformation

• Helping all staff understand their impact on customers, patients, members, citizens
• Integrating CX into business processes
• Focusing performance on customer metrics
• Continuous improvement
• Developing customer empathy and advocacy

• Service and product line leader
• Information technology leader
• IT and process transformation team member
• Leader of a strategic initiative to leverage new technology
• Business analysts and business systems analyst
• Project manager
• Change management professional