Implement

Rank, Recommend, and Execute

Implement
Rank, Recommend, and Execute

At this stage in the process, you will have a list of areas that you would like to address that have been filtered according to their strategic importance and your brand values. You will also know which areas can be targets for automation, based on their relative levels of complexity and emotion, with consideration given to customer personas throughout. It is now time to understand how these problems can be addressed via technology and what the potential ROI will be for your organisation.

To get started, a trusted technology partner should present the various technological solutions to the identified challenges, along with their respective benefits. We also recommend providing an effort score for each recommendation, so that the options can be ranked according to impact and ease of implementation. This will help identify the quick wins and form the basis of short, medium, and long-term plans.

The successful implementation of automation lies beyond the scope of this paper, but here are a few foundational tips for success, based on our own experience:

Establish a benchmark ROI (or several, if needed) before project initiation, so that progress can be properly measured throughout deployment and beyond.
Involve stakeholders early on, i.e. those who were involved during the customer journey mapping and live observation.
A “big bang” approach will be high risk for most organisations. Start with a specific area and perform a pilot. Test on a subset of interactions, or with one group or team at a time, and make corrections before rolling out further.
Start training on the new technology as soon as possible, right from the project kick-start. Again, involve end users in the process and either record training sessions or ensure that videos are available on demand to keep users up-to-speed on terminology, functionality, and processes.

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