Implementation phases of the project
Implementing a CX system is a complex project because it requires the alignment of companies' business goals and technical constraints with the ability to integrate CX technology with existing IT systems. Consequently, management of CX implementation is important for achieving a desired result within the time frame and the planned budget.
Prior to the implementation of the CX system, the enterprise needs to make certain preparations, such as creating preconditions in order for the implementation itself to be successful. An analysis of the current state of affairs and the needs of the company is considered a prerequisite, and based on this analysis, a prepared CX business plan is required with clearly recognized requirements and goals. The company needs to predict whether the current organizational structure and computing support is a future CX solution and whether the adaptation activities are needed.
It is also necessary to identify organizational and...