A critical part of this effort is identifying where current business capabilities are falling short in delivering the desired experience for your customers. By auditing process, information, and capability gaps, you can align on what technologies you may need to sunset, consolidate, integrate, or adopt to make it possible.
As the saying goes, start with the end in mind. We recommend mapping desired customer and employee scenarios, or use cases, and outlining the people, process, and technology required to make those experiences possible. Your current tech stack may serve some pieces of the journey, but prohibit others. Understanding these gaps will then help you identify potential solutions to incorporate into your strategic roadmap.