CUSTOMER CLARITY WORKSHOP
How to create an epic CIAM strategy in 10 days
Call us crazy, but we believe your plan should start with a conversation about your customers (and their journeys) and work backward from there. That’s why we created this workshop.
More than access management
When it comes to collecting customer data lots of people get involved: marketing, security, compliance. This customer clarity workshop brings together key folks from all of the functions that have a hand in the customer lifecycle (and customer data stewardship) so we can get aligned on what the customer’s experience is today, what we want it to look like and why.
Key outcomes
Alignment
One of the biggest benefits of the workshop comes from key folks from marketing, security and compliance listening to each other. Seriously, the time pays itself back with common understanding that'll eliminate hours of meetings down the road.
Future focus
We’ll document exactly where you want to take your customer journey(s) for each customer segment including the channels they use, the tech involved and how their future experience will be different than today’s.
Roadmap
When we start brainstorming with you lots of great ideas tend to follow. Usually, there are too many to do all at once. We’ll help you prioritize the ones that your team thinks are critical and create a roadmap for your project.
Business case
You’ll get a presentation that summarizes the output of the workshop including the financial impact it’ll have with hard metrics that tie back to increased revenue, reduced cost and reduced risk.
Who needs to be involved?
At a minimum, we need representatives from four key functions: marketing, product, security and compliance. Every company is organized differently so we’ll work with you to make sure we involve the right people.
Marketing
The leader(s) responsible for the brand, external marketing and customer conversions.
Product
Senior leadership responsible for the customer portal or application.
Security
Person responsible for the customer authentication process.
Compliance
Person responsible for the customer authentication process.
Format and agenda
We can hold the workshop in person, virtually or hybrid. We’ve found the most successful outcomes when people get together live. We also know that’s often easier said than done. Either way, here’s the shape of the workshop:
Begin the workshop
The first day is a roll-up-your-sleeves workshop, which we’ll facilitate. It typically takes 4 to 6 hours of working time depending on size and complexity and we take several breaks along the way.
Organizing our thoughts
We’ll synthetsize all the great input from day one overnight and summarize it so we can all look at it fresh and make sure it’s an accurate picture of there we are today, where we want to go and how we can measure success.
Developing the presentation
It takes us about a week to pull together and synthesize all of the information into a final presentation. Once we have that, we’ll share it with you. It usually takes a couple of back-and-forths and a Zoom call to make sure everything is on point.
DAY 10
Presenting our findings
After we finalize the presentation, we’re ready to share it more broadly. Tipically this involves presenting to a broader executive audience and answering questions that are top of mind for them
Presenting our findings
After we finalize the presentation, we’re ready to share it more broadly. Typically this involves presenting to a broader executive audience and answering questions that are top of mind for them.
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