CDP Use-case Development & Team Development – Partner Market for a Global Telco Provider
Client Situation
A global telco provider is launching a CDP in every region. They operate through third parties in a variety of markets. Despite being separate companies, these strive to provide a customer experience that is in line with the Global Brand.
Loop Horizon were asked to act on behalf of the Group, helping a Partner Market to identify & develop CDP use-cases, while simultaneously reviewing team ways of working and redefining roles & responsibilities, as well as the resulting CDP team structure.
To create the initial use-cases and team structure for their CDP experiment, Partner Market collaborated with an outside partner. A closer examination revealed that the team needed to restructure the team in order to accommodate the smaller platform scope and to make the use cases more actionable.
Loop Contribution
Designed a discovery process to simultaneously work across Use-Case Development & Team Structure.
Created bespoke documents to review use-cases, and map datapoints required - data sources, activation channels, mechanic, and KPIs.
Identified new use-cases & potential quick wins with shared datapoints.
Use-case workshops to identify advocates across the wider business – driving buy-in and collaboration and paving the way for new ways of working.
Designed more agile, integrated core team structure – in line with the Group best practice.
Client Results
A transformed view of ways of working – securing wider teams’ collaboration; redefined team structure with new roles & skillsets identified.
Clarity on use-case activation & priorities, as well as ways to measure success.
Baseline CDP data model to feed initial set of use-cases for launch.
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