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Urban tale online watch6/5/2023 ![]() ![]() This is anything but a fictional tale of corporate collaboration. “We’ve talked with one of our partners who is proposing something they call Modular loyalty… it’s supposed to address exactly those concerns you are expressing.” The Reality Check “Don’t worry sir, I think I’ve found a solution” says the CCO. The tech debt we are dealing with is enormous.” ![]() Quickly realizing the meeting is losing focus, you gather everyone’s attention and say, “look folks, we need a reality check.” “These may be good ideas, but we have a backlog of IT projects a mile long that will keep our team fully tasked for at least 18 months. “We need to be able to offer promotions at the point of sale for our instore shoppers and also need a complete revamp of our mobile app or we are at risk” says the Chief Customer Officer (CCO), continuing “Moreover, we need to add a gamification layer to our loyalty program, as it’s the only way to stimulate continual engagement with the customer base.” The meeting chair goes further to urge that in order to continue to lead and separate from competition, these changes must be made sooner than later, all in the name of innovation. ![]() The marketing and businesspeople are making the case that to address customer feedback and to respond to a recently launched campaign by a key competitor, the company should add capabilities to serve customers more conveniently and save them time. Walking into the first meeting there’s an agenda full of projects being proposed, and cumulatively they represent a heavy IT impact. You’ve heard the group is being formed to promote a cross-functional approach to managing the company’s loyalty program, but don’t know much more. Imagine that you are the brand’s CTO and that you’ve been invited to join a newly formed Loyalty Steering Committee. How to architect the loyalty platform of the future The Loyalty Steering Committee ![]()
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