Why customer experience (CX) projects require a unique approach 

Many Customer Experience projects begin and either fail or only partially succeed. The reasons as to why this can occur vary. However, the most prevalent reason is that people embarking on them fail to differentiate them from other projects.

A successful CX (or any SaaS) project requires a unique mentality and approach. As some of the early adopters and thought leaders in the SaaS and CX space, we have determined that it is essential to build your approach on the following cornerstones that encapsulate this mentality.

 

Providing fast time-to-value

From software purchase to go-live, your proprietary agile methodology tailored for SAP C/4HANA should ensure you can go-live and deploy your software solution in the quickest possible time. Naturally, this is because you will begin to reap the benefits of your investment much more quickly. This will also mean that the actual users of the tool suite will have more time to adapt it correctly and get the most out of using it. This leads us nicely to our next point:

 

Driving User satisfaction and Adoption

Your approach to designing and implementing solutions should recognise the importance of user adoption to project success. Through tactics like early user involvement, usability checkpoints, and user-centric solution design, you will be able to ensure that the solution is working for every user and make their lives easier.

 

Leveraging Best Practices

Your project team should bring deep experience and learnings from previous projects, on things that work and things that don’t. Leveraging these learnings and best practices from day 1 will help you choose the right strategies, make the right decisions and design the best possible solutions.

 

Practicing Agility, Simplicity, and Responsiveness

CX projects should be dynamic, and therefore you should too. Getting up and running quickly and efficiently. Your approach needs to simplify the overcomplications of traditional methodologies while ensuring agile delivery principles and quality due diligence.

 

Deliver desired outcomes

The positive outcomes of a CX project should be felt at each level – Whether it’s the business itself, the users, their managers, or most importantly the end customer. From start to finish (and beyond), a consistent, focused approach will allow you to understand and deliver what is best for your customers, your users, and your business.

 

Where does Notion Edge fit in?

Based on the collective experience of 100 plus projects, we have created tools, accelerators, and a project framework that drive quicker and better projects.

To Speak to one of our team about an upcoming CX project, or even to use us as a sounding board for your ideas, please get in touch with us over at our contact page.

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