From Vision to Implementation

How Arvato Singapore aligned vision, goals, and customer expectations into a clear CX roadmap.

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The Challenge

  • Unclear priorities between competing business goals.
  • Fragmented customer expectations.
  • Complexity of cloud solutions and multiple stakeholders.
🎯Unclear Priorities
👥Fragmented Expectations
☁️Cloud Complexity

Our Approach

  1. Vision Alignment

    Leadership sessions clarified intent.

  2. Customer Mapping

    Captured customer needs & pain points.

  3. Roadmap Design

    Phased plan combining quick wins & long-term goals.

  4. Execution Guidance

    Governance & prioritisation framework.

The Roadmap

CX Strategic Roadmap: Vision to OutcomesA flowing journey line with milestones for Vision, Mapping, Roadmap, Execution and Outcomes used in the Arvato Singapore case study.VisionLeadership intent & CX ambitionMappingCustomer & process journeysRoadmapPhased priorities & ROIExecutionGovernance & deliveryOutcomesCSAT ↑ • Cost ↓ • Time-to-valueCX Strategic RoadmapVision → Mapping → Roadmap → Execution → Outcomes

Strategic Roadmap

Linking vision to practical initiatives.

Customer Focus

Ensuring expectations drive priorities.

Cloud Optimisation

Enhancing automation, personalisation, and scalability.

The Outcomes

✅
Clarity for Leadership: Shared vision & direction.
⚡
Faster Implementation: Prioritised initiatives → quicker rollouts.
🌍
Enhanced CX: Cloud improvements tied directly to customer needs.
📈
Strategic Confidence: Roadmap adaptable to future change.
“Creative Communications Lab helped us bring alignment, clarity, and focus to our CX strategy. The roadmap gave us confidence to act decisively.”

Arvato Singapore Leadership Team

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