CHALLENGE

The objective of the project proposed by the Consumer Business Unit was to define the  Omnichannel Customer Experience of a potential customer in our Telecommunication firm.

Nowadays in the current market situation, the potential customer is interested to have a  special relation with the brand of a firm, and he want to be free while moving from one  Sales Channel to another when he want to get information and buy a product or a service.

This means to share the information acquired by a Customer to all the other Sales Channel,  destroying the classical barriers that separate them.

SELECTION

The tool I used was the tool of Visualization. I use this approach often with our internal  customer – Sales Process or Mktg collegues – because it allows to clarify the ideas proposed,  to achieve a shared understanding of the challenge among the different stakeholders, and  especially to identify the impacts on the end customer experience.

APPLICATION

I started the process by designing a high-level Journey, in a simple Power Point  presentation, from the point of view of the potential customer who start his experience in a  physical channel and buy online. I represented the experience on the other way, and I  continued with other more combination of sales channel interesting considering the market  situation and the principle expressed by the collegues of Marketing department during the  interviews I conducted with them.

After that I have identified the possible impacts on our business processes and the new  features to be developed in software systems used by our vendors

At the end I distinguished the impacts in the vertical ones to a single sales channel involved  and transversal ones relative to all the sales channel

INSIGHT

What I have learned from using this tool on several occasions with different groups of  stakeholders is that the graphic is very useful to identify the impacts on the final customer's  shopping experience that derive from the proposed ideas.

The graphic becomes the focal point for discussion that allows the different groups of  stakeholders to share their perspectives.

Moreover it allows to direct business choices and to provide a complete scenario for  carrying out economic evaluations of the necessary software development, by the  Information Technology department.

APPROACH

Since I have experienced in the field that the use of this tool allows to clarify the scenario,  and effectively share knowledge among all stakeholders, I would use the visualization tool  to propose new ideas and project to my internal customer


CHALLENGE The objective of the project proposed by the Consumer Business Unit was to define the Omnichannel Customer Experience of a potential customer in our Telecommunication firm . Nowadays in the current market situation , the potential customer is interested to have a special relation with the brand of a firm , and he want to be free while moving from one Sales Channel to another when he want to get information and buy a product or a service . This means to share the information acquired by a Customer to all the other Sales Channel , destroying the classical barriers that separate them . SELECTION The tool I used was the tool of Visualization . I use this approach often with our internal customer – Sales Process or Mktg collegues – because it allows to clarify the ideas proposed , to achieve a shared understanding of the challenge among the different stakeholders , and especially to identify the impacts on the end customer experience . APPLICATION I started the process by designing a high - level Journey , in a simple Power Point presentation , from the point of view of the potential customer who start his experience in a physical channel and buy online . I represented the experience on the other way , and I continued with other more combination of sales channel interesting considering the market situation and the principle expressed by the collegues of Marketing department during the interviews I conducted with them . After that I have identified the possible impacts on our business processes and the new features to be developed in software systems used by our vendors At the end I distinguished the impacts in the vertical ones to a single sales channel involved and transversal ones relative to all the sales channel INSIGHT What I have learned from using this tool on several occasions with different groups of stakeholders is that the graphic is very useful to identify the impacts on the final customer 's shopping experience that derive from the proposed ideas . The graphic becomes the focal point for discussion that allows the different groups of stakeholders to share their perspectives . Moreover it allows to direct business choices and to provide a complete scenario for carrying out economic evaluations of the necessary software development , by the Information Technology department . APPROACH Since I have experienced in the field that the use of this tool allows to clarify the scenario , and effectively share knowledge among all stakeholders , I would use the visualization tool to propose new ideas and project to my internal customer