The IMPACT Schema: a customer focused change impact assessment tool
Recently, CXD Labs embarked on a customer journey mapping exercise with a telecommunications company and the outcome of the analysis resulted in a handful of recommendations for the executives to consider. All the recommendations had its own challenges, but backed up by customer feedback, data and analysis, we believed that the recommendations would make a difference to the customers experience. However, inevitably we all looked at the research and couldn't help but think "Th