Define a strategy for Data & Analytics

Western European Operator

Introduction
The operator was in the middle of organizational and Digital and Data-driven transitions. The operator wanted a differentiative strategic approach to the market and their customers base.

Challenge

End to end strategy anticipating the new organizational structure and how to be differentiative.

What we delivered

We were asked to define a strategy for Data & Analytics to support their Digital First ambitions for both Consumer & Business and improve their Customer Interaction

In order to achieve request, we developed strategic and tactical roadmaps for the following areas:

• Customer Experience Map
• Customer Journey
• Analytical Roadmap
• Data Management Strategy
• Mappings of the above to the new organizations structure
• Linked network of Critical Success Factors across all the above

The value

Structured approach, concrete roadmap that is in-line with the ambition and excellence level of the operator that is mapped onto their commercial organization including strategy, people, process and rewards.

#CustomerJourney