Your Project Team and Ongoing Service Management

Implementing Jadu CXM is a project, however organisations that view the implementation of service delivery as a project, rather than as the initial task in an ongoing business as usual service will ultimately fail to maintain any initial benefits delivered by the project.

Digital engagement with your customers should be viewed as a service channel and have an owner - just like your corporate website or customer contact centre will have. Jadu CXM is the technology underpinning your digital channel so whilst IT may well hold the contract for Jadu CXM it should be Customer Services or whichever department are the key stakeholders for the conversations you have with your customers who drive the implementation and ownership of the platform. For example your IT team may maintain your email servers / system however it is likely that Customer Services are responsible for the email content received by your customers, Jadu CXM should be thought of in the same context.

It is NOT your website.

Yes, the user experience for your customers to engage with Jadu CXM will be greatly influenced by their experiences on your website, however Jadu CXM should not be thought of as the responsibility of your web manager. Your web manager will have an important role in the implementation project however is unlikely to have the right skills or bandwidth to forensically dissect your existing processes and remake them in Jadu CXM.

A platform for Business Analysts

Jadu CXM is a low-code solution that uses logic based on ‘IF THIS THEN THAT’ to build rules into workflows. The key attributes for a successful implementation are logical and analytical thinking; attention to detail; and an aptitude for simplicity in process design. The power of Jadu CXM is the flexibility that its rules engine brings; an awareness that this also could allow unnecessary complexity to be introduced is important.

As Uncle Ben in Spiderman says:

"With Great Power comes Great Responsibility"