Requirements

We will define requirements in a similar way that we have described in previous chapters. In this requirement, we have outlined the rationale behind the need for a unified customer experience:

	Requirement 1: Unified customer experience
Statement	Functionalities and responsibilities across all channels must be defined
Rationale	The company must provide consistent and seamless interaction across all contact points with the customer
Implications	The customer will have the same experience regardless of the type of contact point

 

Here, we have explained requirements that are connected to unified customer experience, and added a requirement that applications need to be easy to use:

	Requirement 2: Easy to use
Statement	The solution is easy to use for customers and employees
Rationale	The more time that is needed to invest in understanding applications, and the more time that users need to invest in understanding how to use applications, the less incentive they have to use them
Implications	The solution must adopt a common look and feel that encompasses all of the components of the solution

 

In this requirement, we are outlining that the whole company must work as one so that the best possible customer experience is provided to customers:

	Requirement 3: Integrations
Statement	All of the systems incorporated in a CX solution must be integrated so that they are able to provide a unified experience for customers and a unified view about them
Rationale	Integrations need to adhere to SOA principles so that they are able to support the changes to support agile businesses needs in an appropriate manner
Implications	A shift from system-centric to a customer-centric mode

 

In this requirement, we have explained that all functionalities must be available and the same across all channels:

	Requirement 4: Omni-channel support
Statement	Functionalities should not be unique to a specific channel, but they should be general in their nature.
Rationale	TTM is much lower if functionalities are general in their nature. Functionalities are the same across all the channels.
Implications	Common monitoring and management solutions need to be implemented for each of the channels. The functionalities defined need to be feasible across all the channels.

 

In this requirement, we are explaining that anything that needs to be done in organization must be done in a secure manner:

	Requirement 5: Security first
Statement	A comprehensive and centrally administered security solution is needed
Rationale	A lack of centralized security without a unified view and reporting, increases the risk of security incidents
Implications	The company will need to implement centralized security and IAM solution

 

This requirement addresses the actual benefits of unified experience and ease of use, that is, they need to secure the maximum benefit for the organization:

	Requirement 6: Maximize benefits
Statement	Decisions are made to provide maximum benefit to the enterprise
Rationale	Decisions made for the benefit of the whole enterprise have higher value than decisions made for the benefit of a single part of the organization
Implications	Priorities for solution definition and adoption must be established for the whole enterprise

 

In this section, we have outlined the main requirements that will be the cornerstone of our architecture and implementation plan.