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© 2011 Tieto Corporation Meet your experts
15

Building a 360 degree customer view

Nov 21, 2014

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merging the retail and customer contact channel
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Page 1: Building a 360 degree customer view

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Meet your experts

Page 2: Building a 360 degree customer view

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360o Customer viewGetting it done: Agile

Ziryan Salayi

Business [email protected]

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© 2011 Tieto Corporation

Omnichannel

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Page 4: Building a 360 degree customer view

© 2011 Tieto Corporation4

Customer

Contact

Product

Page 5: Building a 360 degree customer view

© 2011 Tieto Corporation

Customer

Contact

Product

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Page 6: Building a 360 degree customer view

© 2011 Tieto Corporation6

Page 7: Building a 360 degree customer view

© 2011 Tieto Corporation

Project Phases• No Time to waste• Deadlines• Quality• Requirements

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Page 8: Building a 360 degree customer view

© 2011 Tieto Corporation

No Time to Waste

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Page 9: Building a 360 degree customer view

© 2011 Tieto Corporation

Deadlines

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Page 10: Building a 360 degree customer view

© 2011 Tieto Corporation

Quality

10

Page 11: Building a 360 degree customer view

© 2011 Tieto Corporation

Requirements

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Page 12: Building a 360 degree customer view

© 2011 Tieto Corporation

Approach

12 2011-05-20

Product backlog

Sprint planning

Demo

Retrospective

Potentially shipping product

Product ownerDaily meeting

2 weeks

Page 13: Building a 360 degree customer view

© 2011 Tieto Corporation13

“we want the same as Mobile” (Sprint 1)

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© 2011 Tieto Corporation14

Final product- Layout improved- Introduced new Functionalities- Removed unwanted functionalities

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© 2011 Tieto Corporation

Demo

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