To define the initial situation the customer services are rated on basis of the used communication channels and their function in the customer communication (based on the relevant use-cases).
Based on our Customer Experience Models, optimization capabilities and customer expectations are defined and compared to the initial situation.
The impact of the identified changes are assessed in a economical, technical and organizational way (cost benefit). This assessment is the base of the future concept and is implemented as a transformation plan, that takes the technical and organizational impacts into consideration.
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