Post Office Insurance · Interactive meeting map
A connected model of the customer lifecycle, business pillars, technology components and architecture, provider coverage and roadmap.
Meeting agenda
What good looks like across the six lifecycle stages.
People, process, technology, governance and products are all required.
Customer experience components mapped to each lifecycle stage.
The same components arranged into layers.
Which platform portfolios cover the components.
Refine requirements, score maturity, confirm providers and set the roadmap.
1. Customer experience
Customer promise
What good means here
2. Delivery model
3. CX requirements
4. Technology
5. Providers
6. Next steps
Work through each component in detail against the target experience, regulation, the contact-centre model and the insurance core. This is the gate that turns candidates into an evaluation.
Assess each candidate on functional depth, interoperability, auditability, usability, cost and delivery risk, using the same component set across lifecycle, architecture and provider comparison.
Choose the platforms, then sequence the buy, keep and retire decisions and phase the specialist components.