Product Innovation & Transformation (PIT) Crew
Our Product Innovation & Transformation Team (PIT Crew) is made up of senior resources with decades of experience in technology. They have extensive design, development, deployment and operational experience. Having worked for leading software, telecommunication, and commercial contact center companies, they are well equipped to evaluate and assess emerging technologies and trends. The PIT Crew is committed to working with our clients to design, evaluate and implement the best possible operational solution(s) taking into consideration immediate, short, and long-term objectives and constraints.
Experience has taught the PIT Crew to focus first on understanding Business Objectives and the Operational Imperatives required to meet those Objectives prior to designing or recommending Solutions. By taking into consideration both: the client’s immediate, short and long term objectives and constraints; and established leading edge and emerging technology/companies, the PIT Crew delivers pragmatic, agnostic, operational, and technological solutions that meet real world needs and stand the test of time.
The PIT Crew focuses on all leading-edge and emerging technologies, companies and trends that directly or indirectly impact customer communications. The expansion of omnichannel customer communications, applied Artificial Intelligence (AI), cloud computing, cyber security, and workplace virtualization has forced everyone to re-evaluate their strategies and tactics. It is a time of great opportunity, but with opportunity always comes risk. Connex is committed to working with its clients to mitigate these risks and ensure true value from their investments.
Design New Solutions
Our PIT Crew have adopted an agile approach to assessing, designing, and deploying new solutions. We work closely and collaboratively with our clients, relying on the expertise and participation of all parties. Quite often fresh innovations are initially developed in either our labs, our client’s labs, and as prototypes to help validate the proof of concept (PoC) and operational design. These initial PoCs may then be expanded to a pilot to further mitigate risk and ensure success, prior to going live in production. We design and deliver unique customer journeys and business/technology roadmaps that align with your specific business needs.
Technology is not static nor is the world we live in. Both necessitate that operations and the technology that supports them is constantly re-evaluated for opportunities to drive greater efficiency and improved customer experience. Too often new technology that is deployed is only marginally utilized and rarely is the full potential of that technology realized. Continuous improvement involves both the optimization of operational processes and supporting technology. Quite often, the greatest ROI comes not from investment in new technology but the optimal use of existing technology.
- Market knowledge and trends
- Customer journey mapping
- Project Assessment
- Performance Analytics
- Digital Storytelling and Modeling
- Experience Design
- Proof of Concept (PoC)
- Return on Investment (ROI)