Should Customer Experience be its own IMO work stream
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With the importance of the customer in a merger, should each IMO have a customer experience functional lead?
It’s a great question… I have a customer experience lead to manage and integrate all items related to customers. This stream doesn’t have as many tasks as say IT stream, but it’s still quite important to track and integration customer experience components IMO
Hi Nahida,
I think it could be very beneficial but I think you need to look and understand what are the goals, objectives, reasons for the merger in the first place. Could there be an issue with customers? What would the critical success factors be for a successful integration be in relation to customers? An assessment of available/required resources like always would have to be carried out. Having an IMO established asap and working with the DD team could prove the requirement of the workstream at an early stage.
Regards,
John
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