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Leveraging Technology to Create Great Customer Experience

Presented by: Jesse LaDousa

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Introductions

Jesse LaDousa• Current

• Partner, Chief Customer Officer

• Previous• Director of Software Development – XATA• Family Owned Trucking Company – Arbor Freight

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Introductions

Whatever It Takes• Solving business problems through technology• 27 years creating software solutions• Value Focused Delivery

• Deliver Faster• Predictability• High Quality Results

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Problem Statement

How do we leverage technology to create a customer focused organization?

• Who should be the champion?• How do we get a total view of the organization?

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Objectives

What is a business objective?• Measurable business goals• How do we know we are successful?• How do we measure it?

How do we use business objectives?• Evaluation of solution options• Prioritization of backlog

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Objectives

• Make decisions on the right data• Breakdown silos in the organization• Get to the answer quicker• Be proactive, not reactive

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Stakeholders

Who is a stakeholder?

• Someone materially impacted by the outcome of the solution who has requirements for the project.

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Sample Solution Path

Systems Integration

Collaboration Tools

Business Intelligence

Localization

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Solution Option: Systems IntegrationERP

CRM

Legacy Systems

Mobile Applications

Databases

Business Processes

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Solution Option: Collaboration Tools

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Solution Option: Business Intelligence

*Case study available upon request

Enterprise DataAccessibility

Single Sourceof Truth

Productized Reporting

Improve Efficiency: Exposing Data to

End Users

BI

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Solution Option: Localization

*Case study available upon request

Improve Efficiencyof Work Force

Ensure Clarity ofMessaging & Tasks

BI

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Implement, Measure, Adjust

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Guiding Principals

• Sharp focus on frequent delivery of business value• Tight collaboration and feedback• Shortened development cycles• Adaptive to the changing needs of the stakeholders• Process transparency• Constant testing and quality control• Small, cross-functional teams

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Recap

• Define the problem you are trying to solve• Define how you will measure success• Identify the stakeholders• Create solution options that meet the objectives• Select the right course of action• Implement, measure, adjust

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Questions