Customer First Data Architecture
Problem. The same data went by different names in every app: display name, greeting name, legal full name.
Practice. A customer-first identity model, a four-bucket attribute classification (Identity Core, Global Profile, Local Feature, Regulatory), and a capability maturity tracker with definitions of done across five phases.
Adopted. By 5 core product teams.
Journey Management Process at Verizon
Problem. Journey maps were static, one-off exercises.
Practice. A live blueprint organized by customer intent and scored with Customer Effort Score.
Adopted. Applied to end-to-end mapping for Simplicity Plan and collaborated with CMI for a broader cross-functional impact.