What are Actions?
Actions are direct results of the Solution ideation process detailing the tasks that need to be implemented in order to fix specific customer pain points or improve their overall experience. These Actions will be managed as part of a global project or as individual Action items.
As you can see from the Experience Management framework - in order to implement fixes derived from the journey mapping exercise, Opportunity detection and Solution ideation will create a list of Action items that will detail the tasks that need to be executed to improve Customer Experience.
Prioritization is carried out in Opportunities and Solutions. Once your organization has decided what the Solutions are that you want to proceed with through to implementation, the next step is to capture the Actions that are required to execute those initiatives.
In Cemantica, you will be able to define and manage Actions from different view points. You can use the dedicated Action board from your home screen to create and manage them, or straight from your journey maps.
The Action board
On this board, you will be able to create and manage your Actions that exist across all your journeys or as independent Actions that are not connected to a specific map.
From the board, you will know the name, priority level, to which map it is connected (not mandatory to be linked to a map), to which group it belongs to and which user is responsible for it.
The Action lane
The Action lane reflected in the map allows you to have a quick overview of all the Action items created – including their priority level and progress status.
