New Customer Platform for E2E customer journey
Industry: Exhibitions Industry Duration: Jan 2025 - Ongoing Role Project Manager
Discovery
Development
UAT & Deployment
Go-Live
A new customer platform to deliver the “common core” end-to-end customer journey, comprised of:
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Foundational services that provide the ability to identify, engage, and transact with customers consistently
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Experience products that provide template solutions to the most common customer journeys​
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Insight products that analyse and draw learnings from data to drive better decision-making ​
Executive Summary
CONTEXT
After the CRM rollout, the company needed a robust platform for selling across platforms and to provide a unified customer journey across various platforms, businesses, and fulfillments. And to make the business application more competitive
MY ROLE
Leading the Overall E2E delivery for the 2 verticals of the program comprising the Lead to Cash and Unified Payment and Tax Platform
RESULT
For customers: simplified purchasing and flexible payment options, broader product range, convenient renewals, improved CX, and reduced paperwork
Company: Enhanced sales capabilities, improved operational efficiency & customer retention, data-driven decision-making, and streamlined financial processes.