This is where Accenture comes in the game—having a deep and global industry expertise we understand how to best utilize leading edge Customer Experience solutions.
Accenture offers its clients an accelerated path to understand the process dimensions of Customer Experience Solutions. Accenture brings in not only a sequential flow of system capabilities but a comprehensive definition of an industry-specific process framework for the considered solutions. Accenture will work with the respective departments to map the existing processes against the solution’s default process and to document gaps and new value levers.
The typically process will cover three iterative and interconnected phases:
Define Future State
The Assess Phase is the foundation for the entire project. Accenture will start from your current end-to-end processes, understand process variations and pain points. In this phase Accenture will also challenge the current process, discuss key priorities and focus areas for the Customer Experience implementation.
During the Map Phase, the current process will be compared with the considered default processes for this industry. This will allow to document any process gaps with the future solution.