IT systems should be built to support the right customer journey, rather than a customer journey be dictated by a system. While working with a Legal Services company, we were asked to capture and manage the requirements for changes to their case management system.
Having a digital presence for your customers to interact with you in fundamental for all businesses. We were recently tasked with capturing requirements for a new digital customer journey for a Life Insurer's strategic partner, managing those requirements through to implementation.
GDPR had, and continues to have a profound impact on every company that holds customer data. Some companies had decades worth of data in legacy systems. We worked with a Life Insurer to identify where that customer data was held and develop rules and routines to manage it appropriately.