DATA ASSESSMENT & ROADMAP DEVELOPMENT
Overview
A $3B convenience store chain sought to make an organizational shift in two key areas. The first, a focus on Digital Customer Experience (DCX) offerings to provide more touchless transactions in light of the pandemic. The second, to transform the company into a data-driven organization, making decisions based on data versus instinct.
Partnering with the new CIO, Lexico conducted an assessment to determine the company’s data readiness for DCX offerings and other emerging business needs. In addition, to validate that their data architecture would support future demand for data, and provide an understanding of Azure cost projections. And further, to assess the need for cultural shifts including process, behavior and mindset changes to align with the envisioned future state.
A primary goal of the CIO was to enable all employees to create their own data-based insights, on demand and in real-time. Lexico engaged primary stakeholders, including the Chief Data Officer, VP – Digital Marketing, CEO, CMO, Store Operations, and Strategic Planning to ensure the roadmap to the future state would take these personas into consideration.
Pain Points
- Data readiness for Digital Customer Experience was unclear
- There was a gap in IT capabilities and the understanding of capabilities outside of IT
- Business demand for data had increased over the last 4 years
- Overcoming reliance on institutional knowledge VS more accurate, real-time, data-driven insights in order to scale, and allow new leadership to contribute to growth
Solution Profile
- Conducted 13-week assessment of business use cases, systems & technology, and people & processes across the organization
- Performed gap analysis; mapped current alignment between DCX needs and technology capabilities; and reviewed specific data elements and process to understand data quality as it relates to DCX
- Built technical and business data future state and defined the effort required for remediation
- Built a roadmap to remediate gaps in supporting DCX, and developed framework to understand and validate data quality focused on Digital CX
- Created a vision of the future state, garnered buy-in and informed users on how it impacts them
Results
- Delivered specific recommendations to achieve organizational shifts toward DCX and being data driven
- Provided a plan, based on stakeholder input, to bring data-based insights to all users in the format they need
- Guided leadership in understanding cultural and organizational shifts necessary to embrace data as an asset and a core driver of business success
- Delivered an activation plan for the first transition state of the roadmap