Page 69 - V3 TOGA_CX Presentation

3.
4.
RECOMMENDED NEXT STEPS
Provide customers with easy and instant access to information about their purchase
Activities
Deliverables
• App development roadmap
• Scoping document
• Price and timeline for
App development
• Recommended App
developers
Establish the new customer experience as the baseline for all future projects
Activities
Deliverables
• A holistic roadmap that identifies the inter- relationship between customer service, engagement activities, the digital experience and support processes
• Prioritise App features with customers and TOGA
• Design the features of the App from a viability and feasibility perspective
• Develop a brief and circulate with recommended App developers
• Develop timeline and costing for the App development
• Identify and recommend suitable App developers for TOGA
• Consolidate the actions required to deliver the six CX initiatives and to maintain the App touchpoints, which will be integrated with the customer journey
• Produce an end-to-end service blueprint
Commercial in confidence
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