Now, we will define principles to which the solution needs to adhere. Each table consists of one principle with these rows:
- Name: The name of the principles
- Statement: Business requirements
- Rationale: Why a company should do it
- Implications: How implementing this principle will influence the business and its customers:
| Name | Unified customer experience |
| Statement | Functionalities and responsibilities across all channels must be defined. |
| Rationale | The company must provide consistent and seamless interaction across all touch points with the customer. |
| Implications | The customer will have the same experience, not influenced by a type of touch point. |
| Name | 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, the more time those users need to invest in understanding how to use applications, and the less incentive they have to use them. |
| Implications | The solution must adopt a common look and feel, encompassing all of the components of the solution. |
| Name | Maximum benefit |
| Statement | Decisions are made to provide maximum benefit to the enterprise. |
| Rationale | Decisions made for the benefit of a whole enterprise have higher values 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 enterprise as a whole. |
| Name | Security first |
| Statement | A comprehensive and centrally administered security solution is needed. |
| Rationale | Non-centralized security without a unified view and reporting increases the risk of security incidents. |
| Implications | The company will need to implement centralized security and identity and access management (IAM) solutions. |
| Name | Integrations |
| Statement | All of the systems incorporated in CX solution must be integrated so that they are able to provide unified experience for customers and gain 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 | Shift from system-centric to a customer-centric mode. |
| Name | Omni-channel support |
| Statement | Functionalities should not be unique to a specific channel—they should be general in nature. |
| Rationale | Time to market (TTM) is much lower if functionalities are general in 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. |