Customer Agility Mid


CAF Customer Agility Mid 0-5
Customer AgilityEnterprise AgilitySolutions AgilityDelivery AgilityCustomer North StarFinancial Agility & Agile FinOpsOperational Agility and OKRsOrganizational Agility & Customer Journey GroupsGroup Business and Technical MediatorMachine learningNeural NetworkNatural language processingDeep learningFuzzy logicExpert systemCSAT and NPSESG and PRIMarket sentiment and Analyst CommunityShareholderUser Experience ResearchCustomer & Data Orchestration

Customer North Star

Work Agility

Financial Agility & Agile FinOps

Financial Agility

The use of CapEx and OpEx in organisations has over years become a major impediment to financial and working flexibility. It has created a work environment where it is simpler to let the finances define how work is structured, however with the evolution of work orchestration software CapEx and OpEx can be relegated to data points for automated reporting.

Like Lean Portfolio Management, Financial Agility is based upon how vision, strategy and execution are joined together however it is different because its focus is the direct connection with return on investment (ROI) and value for money (VFM). Financial Agility operates at a Macro level in order to dramatically reduce overheads and impediments to the flow and delivery of work.

Agile FinOps

To calculate strategic budgets for Customer Journey Groups a review of all the work done covered by those organizational constructs for a 5-10 year (whatever period is decided for the whole organisation with 5 years being the minimum to support strategic activitites) period needs to be done. Additionally unplanned work (critical issues) and regulatory compliance are added separately to ensure they don't skew the normal run and change financial data. Those combined figures provide a lump sum (CapEx and OpEx) that is given to the Customer Journey Groups for the 5-10 year period.

The measuring of return on investment (ROI) and value for money (VFM) is continual and in real time through the work orchestration tool since both delivered and not delivered work both have costs. The missing link of impact is maintained past delivery within the work orchestration tool through Operational Agility in a chain of custody for the full lifecycle (insight to outcome) of the delivered work. This lifecycle supports continued optimization and dramatically reduces risk.

Operational Agility and OKRs

Adopts the Objectives and Key Results indicated in the Customer, Business and Technical North Star as data attributes in a Multidimensional Content Object within Work Orchestration to ensure that modifications, delays and non delivery impact is understood in a holistic and dependency mapped way.

Organizational Agility & Customer Journey Groups

Organizational Agility

Is focused on defining the core work delivery structure of organizations. Many organisations group same and similar skills in departments that create a separation from other skills. However for an organization to be Agile it needs to have the flexibility to rapidly change, adapt and respond to the Customer, Business and Technical North Star. Further this flexibility needs to be underwritten by a new Human Resources data structure with the primary key being the individual not career profiles, single skills or work types. The Customer Agility Framework is based upon a Customer (user) Group and Customer (user) Journey Organizational Design. This focus on Insights to Outcomes dramatically increases the impact of change and will ensure rapid ROI and VFM for work done.

Customer Journey Groups

A Customer Journey Group is defined as a logical grouping of Customer Journeys as a long lived Organization to deliver Outcomes. Customer Journey Groups are constructed by first defining all the Customer and Colleague Journeys an Organization has. Then logical groupings are created, there may be some shared Journeys like; As a Customer I can prove my Identity, Address, Source of Income, depending what type of organization is adopting the Framework.

Group Business and Technical Mediator

The mediation of meaning and intent is still best provided by a human. At some point however this human role will be replaced by Work Orchestration patterns, however initially it is essential to ensure that Customer Journey Groups have an advocate who ensures a parity of priority between the Customer, Business and Technical North Star and notes deviation and emergent opportunities.

This activity replaces Product Management (or Ownership) since Management (often a blocker and always a reduction in velocity) is not an Agile behaviour.

Machine learning

Machine learning is an umbrella term for solving problems for which development of algorithms by human programmers would be cost-prohibitive, and instead the problems are solved by helping machines "discover" their "own" algorithms, without needing to be explicitly told what to do by any human-developed algorithms. Wikipedia

Neural Network

Neural Networks are a branch of machine learning models that are built using principles of neuronal organization discovered by connectionism in the biological neural networks constituting animal brains. Wikipedia

Natural language processing

Natural language processing is an interdisciplinary subfield of computer science and linguistics. It is primarily concerned with giving computers the ability to support and manipulate speech. Wikipedia

Deep learning

Deep learning is part of a broader family of machine learning methods, which is based on artificial neural networks with representation learning. The adjective "deep" in deep learning refers to the use of multiple layers in the network. Methods used can be either supervised, semi-supervised or unsupervised. Wikipedia

Fuzzy logic

Fuzzy logic is an approach to variable processing that allows for multiple possible truth values to be processed through the same variable. Fuzzy logic attempts to solve problems with an open, imprecise spectrum of data and heuristics that makes it possible to obtain an array of accurate conclusions.

Expert system

In artificial intelligence, an expert system is a computer system emulating the decision-making ability of a human expert. Expert systems are designed to solve complex problems by reasoning through bodies of knowledge, represented mainly as if–then rules rather than through conventional procedural code. Wikipedia


CSAT - Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Wikipedia

NPS - Net promoter score is a market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. Wikipedia


Environmental, social, and corporate governance, also known as environmental, social, and governance, is a set of aspects considered when investing in companies, that recommends taking environmental issues, social issues and corporate governance issues into account. Wikipedia

Principles for Responsible Investment is a United Nations-supported international network of financial institutions working together to implement its six aspirational principles, often referenced as "the Principles". Wikipedia

Market sentiment and Analyst Community

Market sentiment, also known as investor attention, is the general prevailing attitude of investors as to anticipated price development in a market. Wikipedia

Analyst Community brings together a vast array of economic and activity information to make an assessment of organisational and board effectiveness to advise investors on the suitability on an investment based upon performance and future initiatives.


A shareholder of corporate stock refers to an individual or legal entity that is registered by the corporation as the legal owner of shares of the share capital of a public or private corporation. Shareholders may be referred to as members of a corporation. Wikipedia

User Experience Research

User Experience Research is a scientific research field which aims at improving the user experience (UX) of products, services, or processes by incorporating quantitative (what) and qualitative (why) research methods to guide the customer North Star requirements, design, development, and refinement of a product.

It is fundamentally different from market research and business analysis in both ensuring audience specific demographics, customer needs, contextual usability, accessibility and the elimination of personal bias.

Customer & Data Orchestration

Work Orchestration software now bridges the gap between Business, Technical Strategy, Solution and Delivery work by maintaining a chain of custody from Insight to Outcome and beyond into the full lifecycle of the work done. It does this though being highly adaptable to what is needed in each enterprise or organisation and allows the embedding of other software, command scripts and mapping of non digital human processes. It is capable of providing end to end reporting of all work that is run through it in realtime.

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