Identify and review customer touchpoints
How identify and review customer touchpoints are reshaped as AGI capability advances.
The bottom line
Roughly 85% of the work in Identify and review customer touchpoints 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 focus is governed by the 'Develop business strategy' APQC lens, which strongly indicates desk-based cognitive and analytical work. With no child occupations seeded, the process description—highlighting tasks like evaluating touchpoints and creating methods to gauge customer experiences—confirms the value-producing work is information transformation and market analysis, placing it 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 scheduled customer experience review cycle begins or a new market offering is planned.
- Catalog existing customer interaction channels and touchpoints.
- Establish methods to capture customer feedback across identified channels.
- Collect data on customer experiences, expectations, and pain points.
- Review specific liked and disliked areas of service delivery.
- Evaluate touchpoint effectiveness against market context and product nature.
- Document actionable insights to update the customer journey map.
Outcome: A comprehensive evaluation of all customer interaction points is documented to guide experience improvements.