Test & Learn

Implementation is mostly a matter of project skills, which are widely developed.  In the case of customer journey deployment, it is important to conduct agile projects.

The first focus is to build quickly.  This can be achieved thanks to small teams, composed of members possessing various skills, in an iterative and time-boxing mode.  Customer journey implementation rely on developing a set of customer interactions, which don't have to be delivered all at the same time nor in the same level of detail – very different from a regulatory project for instance, which needs perfection and completeness.

The second reason to go fast and an interactive mode is that customer journey design is not a perfect science - customer interactions have to be adjusted rapidly if they don't provide the expected result. This is a test and learn approach.  This is very well known by online companies, but not familiar to traditional banks and insurance companies.