Design a Customer-Centric Digital Operating Model
Putting the customer at the center of digital transformation.
- Uncoordinated efforts for initiatives within organizational siloes fail to address the end-to-end customer journeys.
- Organization lacks guidance on establishing a new operating model around customer journeys.
Our Advice
Critical Insight
- Improving customer satisfaction at individual touchpoints does not translate into enhanced experience for an end-to-end customer journey.
- A new operating model around customer journeys must be established for success.
- An organization with the traditional structure and the legacy processes and technology must first learn from redesigning a few critical journeys as lighthouse initiatives before scaling.
Impact and Result
- Sustainable increase in customer satisfaction over end-to-end journeys.
- Increase in critical KPIs associated with journeys, e.g. time-to-resolution for a classic “I resolve” journey.
- Increase in satisfaction for employees associated with journeys.
- Faster time-to-market for new features: from yearly to monthly or even biweekly releases.
About Info-Tech
Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.
We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
What Is a Blueprint?
A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.
Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.
Need Extra Help?
Speak With An Analyst
Get the help you need in this 3-phase advisory process. You'll receive 8 touchpoints with our researchers, all included in your membership.
Guided Implementation 1: Which journeys should I transform first?
- Call 1: Introduction to framework.
- Call 2: Identification of critical journeys.
- Call 3: Prioritization of journeys.
Guided Implementation 2: Which teams are right for transformation?
- Call 1: Identification of team’s roles, responsibilities, and reporting structure.
- Call 2: Identification of relevant KPIs for lighthouse and discussion on KPI-based incentive structure.
Guided Implementation 3: Which critical processes and governance structure are required for the team?
- Call 1: Discussion on Agile delivery model: design boot camp to frequent releases into market.
- Call 2: Discussion on journey mapping.
- Call 3: Discussion on processes: VC-style budgeting, backlog prioritization, etc.
Contributors
- Asad Joheb, Payment Strategy and Business Architecture, TD Bank
- Djamel Djemaoun Hamidson, Senior Enterprise Architect & Strategist, CBC Radio-Canada
- Gerry Akkerman, Director, Business Technology Planning, TransLink
- Maneesh Gidwani, Chief Information Officer, Florida Ice and Farm Company
- Rob Church, Head of Enterprise Architecture, TransLink
- Simon Lee, Innovation Lead, Liquor Control Board of Ontario
Tech Trends 2025
Define Your Digital Business Strategy
Kick-Start IT-Led Business Innovation
Establish a Foresight Capability
Apply Design Thinking to Build Empathy With the Business
Sustain and Grow the Maturity of Innovation in Your Enterprise
Position IT to Support and Be a Leader in Open Data Initiatives
Double Your Organization’s Effectiveness With a Digital Twin
Develop a Use Case for Smart Contracts
Adopt Design Thinking in Your Organization
Accelerate Digital Transformation With a Digital Factory
Tech Trends 2024
2021 Tech Trends
Implement and Mature Your User Experience Design Practice
CIO Priorities 2022
2022 Tech Trends
Into the Metaverse
Demystify Blockchain: How Can It Bring Value to Your Organization?
2020 Tech Trend Report
2020 CIO Priorities Report
CIO Trend Report 2019
CIO Trend Report 2018
CIO Trend Report 2017
AI and the Future of Enterprise Productivity
Evolve Your Business Through Innovation
Build a Platform-Based Organization
Tech Trend Update: If Contact Tracing Then Distributed Trust
Tech Trend Update: If Biosecurity Then Autonomous Edge
Tech Trend Update: If Digital Ethics Then Data Equity
Tech Trends 2023
Formalize Your Digital Business Strategy
Select and Prioritize Digital Initiatives
Adopt an Exponential IT Mindset
Build Your Enterprise Innovation Program
Build Your Generative AI Roadmap
Annual CIO Survey Report 2024
Drive Innovation With an Exponential IT Mindset
Exponential IT for Financial and Vendor Management
Exponential IT for Strategy, Risk, and Governance
Exponential IT for Service Planning and Architecture
Exponential IT for People and Leadership
Exponential IT for Security and Privacy
Exponential IT for Applications
Exponential IT for Data and Analytics
Exponential IT for Infrastructure and Operations
Exponential IT for Project and Portfolio Management
Assess Your AI Maturity
Develop Responsible AI Guiding Principles
Identify and Select Pilot AI Use Cases
Exponential IT Keynote
CIO Priorities 2024
Build a Scalable AI Deployment Plan
Build Your AI Strategy Roadmap
Develop an Exponential IT Roadmap
Use ChatGPT Wisely to Improve Productivity
Build a FinOps Strategy to Enable Dynamic Cloud Cost Management
Establish a Roadmap for Integrated and Dynamic Risk Management
Info-Tech’s Best of 2024 Mid-Year Report: AI Rewrites the Script for CIOs
Explore the Art of the Possible for Exponential IT
IT Management & Governance: The Next Evolution
Bending the Exponential IT Curve Keynote
Exponential IT in Motion: Transform Your Organization by Transforming IT
AI Trends 2025
LIVE 2024 Keynote Presentations
LIVE 2024 Lightning Round Presentations
CIO Priorities 2025
Info-Tech’s Best of 2024 Report: IT Moves Into Position
Build Your AI Risk Management Roadmap
Build Your Agentic AI Prototype
An Operational Framework for Rolling Out AI
The AI Vendor Landscape in IT
Run IT By the Numbers
Building Info-Tech’s Chatbot
Assessing the AI Ecosystem
Bring AI Out of the Shadows
Transform IT, Transform Everything
Implement AI for Customer Experience
Info-Tech’s Best of 2025 Mid-Year Report: IT Moves From Disruption to Decisive Action
Implement an AI-Orchestrated Service Desk
Info-Tech's All-Time Best, 2025 Edition: Change Is the Headline, Fundamentals Are the Path
Tech Trends 2026
The AI Playbook
AI Trends 2026