As a technology company with solutions for utilities, we are fortunate to always have our IT teams integrated to new projects right from the very beginning, which can be a new experience for some of our utility partners. We always try to include our IT leaders with clients while we define the goals and success criteria, as well as understand and document the CX plans and user stories.
Because virtually every project involves customization or configuration of IT assets and applications, we find that early engagement and the essential role of IT in "blueprinting" our programs help align the delivery teams and keep them aligned right from the start. We know that our projects finish on time, on budget, and deliver faster performance ramp-ups when IT has a central role in the project, as opposed to being directed only as a delivery resource.
Recently, I've enjoyed interviewing delivery leaders for big transformation projects for our blog, and the advice always resonates with the need to keep the customer perspective at the center of the project. "Geeking out" on the customer experience always happens at the start of a project, and IT leaders aligned with those goals at the start find it easier to maintain that customer focus throughout the design and deployment of IT.