Design customer experience support structure
How design customer experience support structure are reshaped as AGI capability advances.
The bottom line
Roughly 85% of the work in Design customer experience support structure is information-shaped — already within reach of AI delivery. The question here is not whether it shifts, but which tasks go first and who staffs the residual.
Why: Because no child occupations are seeded for this process, the score relies entirely on the APQC Lens prior ('Develop business strategy') and the process description. Creating a roadmap, defining overall approaches, and mapping process flows are pure cognitive and information tasks. These strategic design activities are executed almost exclusively via desk-based software and digital collaboration tools, placing the work firmly in the digital band.
grounded in the economy graph · digital scalar 0.85 · digital
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How the work flows
Trigger: A strategic mandate or new product launch requires a formalized structure for customer interactions and support.
- Define customer experience objectives and support requirements
- Assess current support capabilities and identify service gaps
- Design the overall support approach and channel strategy
- Develop detailed process flows for customer interactions
- Establish implementation timeframes and expected impact metrics
- Compile and formalize the support structure roadmap for approval
Outcome: A structured customer experience roadmap with defined process flows and impact timelines is approved for execution.