This is a low fidelity version of the Enterprise Agility version of the Customer Agility Framework ™ it is intended to expose the critical building blocks of the framework at a Macro Level. This version of the Customer Agility Framework ™ is for organisations seeking to add a Data Driven Customer focus, with Business Strategy, Technical Strategy, Solutions and Delivery functions to their organization. The Agile Target Operating Model below describes how agile may be applied to an enterprise to establish a Stage 1 Agile Transformation and Operational Agility capability. Transformation is a journey, unique to each organisation, agile maturity means that every organisation needs to carefully consider their transformation strategy, communications, planning, support and implementation.
Cadences
Cadences are defined as the working rhythm, as a flow and in a sequence that is regular.
In Agile cadences are critical as they are the unifying structure that ensures effective communication in a timely manner eliminating confusion around when ideas, solutions, delivery, activities, events and risk management happen.
Cadences are essential for Work Orchestration.
Team Focus
Agile is intended to operate in a continuous flow, by eliminating the hand offs between departments and ensuring everyone needed to deliver the work, works together in the same area.
Customer North Star
This is the full persona of the end customer. What drives their transactions, interactions and attitudes.
Effectively what they want, their requirements to use services or products from a specific supplier or vendor.
This is not an internal customer/colleague of an internal service or an external service customer/client of a vendor, this is the end Customer user of the products or services being offered regardless of who delivers them.
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 and NPS
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
ESG and PRI
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.
Shareholder
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.
