No. 5: Take Stock of "As Is" CEH Components
It is important to have an overview of the types of technologies the organization already uses to interact with customers, the people using them, and the people supporting each function or customer touchpoint. A CEH will tie together operational CRM systems, communication infrastructure, business rules, relevant information and analytics.
No. 6: Identify Technological Convergence
A CEH needs to be "fit for purpose". Its design principle should reflect the key improvements and business results that the organization wishes to make to determine the business and IT imperatives.
No. 7: Develop Integration Strategy
Organizations must reshape their integration strategy for a bimodal and self-service delivery model. Gartner refers to the desired strategy as a "pervasive integration" strategy, which will help an organization meet the growing number of integration requirements: application-to-application, B2B, cloud service, mobile app and, increasingly, Internet of Things.
No. 8: Establish a Two-Tiered Approach
Planning a CEH requires the development of a two-tier approach: one for the duration of the implementation stage and one for ongoing operations. For the implementation stage, IT leaders will need to identify and prioritize issues and opportunities in the CEH landscape that require bigger investments among others. For the operational approach, IT leaders will need, for example, to build in-house competence in customer journey mapping, and establish reporting, escalation and organizational collaboration mechanisms for a central view of improvements.
No. 9: Plan for the Change
Gartner uses the term "big change" in view of the big efforts that could alter business operations as a result of significant levels of novelty, volatility, disruption and scope. IT leaders should identify the risks and opportunities that may arise from these four factors of big change and determine the effects they may have on change management efforts.
No. 10: Design the Measurement of Business Impact
Ensure that key performance indicators and metrics are part of the CEH design. The key metrics to reflect the business impact need to be monitored, reviewed and sometimes adjusted as part of the operational quality parameters.