Develop customer experience roadmap to develop and implement defined capabilities
How develop customer experience roadmap to develop and implement defined capabilities are reshaped as AGI capability advances.
The bottom line
Roughly 85% of the work in Develop customer experience roadmap to develop and implement defined capabilities 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: The process belongs to the 'Develop business strategy' lens. The description focuses on defining guidelines, creating strategic roadmaps, and determining talent needs, all of which represent pure knowledge work and organizational planning with no physical outputs.
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How the work flows
Trigger: A strategic mandate is issued to build or upgrade the organization's customer experience capabilities.
- Review overarching customer experience strategy and objectives
- Assess current capabilities against required customer experience goals
- Define target employee behaviors needed to execute the strategy
- Identify specific talent and skill gaps across the organization
- Draft a sequenced roadmap for developing and implementing target capabilities
- Publish standard guidelines for executing and tracking capability development
Outcome: A structured roadmap is finalized that dictates the behaviors, skills, and implementation steps necessary to achieve customer experience goals.