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Reimagining Customer Experience Through Business Agility

Technologies

As a leading foodservice distributor with over 100 years in business, Performance Foodservice (PFS), a division of Performance Food Group, wanted to implement agile practices to stay ahead of the competition. Like many organizations of their tenure, they excel at in-person customer experience but have struggled with a digital experience that matches the relationships their account managers have built. With changing digital needs and the ever-evolving customer, they struggled to keep up. Internally, Business and IT were unaligned, decisions were reactionary, and they had no avenue for innovation.  

The outcome? An organization rallied around customer needs. Veracity helped them define portfolio, solution and agile teams, created customer-centric value streams, identified opportunities within their customer journeys and prioritized a pilot: a reimagined customer experience through business agility through Sitecore. 

Veracity reimagined a customer experience through the power of Sitecore—to rally an organization around customer needs.

Employing Design-Thinking Methods to Define User Needs

Veracity applied a series of design-thinking methods from user research to comprehensive journey design to empathy mapping—all aimed to effectively articulate user needs. These tools and business agility principles helped Veracity deliver a refreshed roadmap strategy built to streamline customer experiences from content to service.

Customer-Centric Value Streams to Support Their Business Agility Journey

To reach agile outcomes and bridge silos that enable collaboration, Veracity deployed customer-centric agile frameworks—providing solutions for revealed inefficiencies with a focus on outcomes instead of output. By employing this, we helped them understand their value streams and align cross-functional teams—maximizing value creation with agile transformation practices to rapidly adapt to changes in the market. Plus, as a newly formed portfolio team, they were able to quickly prioritize their customer experience improvements on a new digital experience on Sitecore that correlated to opportunities identified in our empathy and journey mapping sessions.

A Reimagined Customer Portal Made to Empower Kitchen Rockstars

After implementing agile transformation practices, Veracity defined opportunities within their customer journeys to develop a pilot: a reimagined customer experience through Sitecore. This digital experience brought the brand to life through elevated design and targeted messaging geared to drive customer experience success. And, with easy-to-use solutions like online ordering and actionable performance insights for account management teams—Veracity created a digital experience designed to surpass their high-performing in-person customer experience, providing the tools they needed to effectively match the relationships their account managers have proudly built.
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Project Showcase

Veracity identified opportunities within their customer journeys and prioritized a pilot: a reimagined customer experience through business agility through Sitecore. 

Project Outcomes

7
Top Critical Paths Defined for CX Improvements Through User Research
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5
Value Streams Developed Focused on How to Deliver Value to Customers
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Implemented an Agile Website Redesign Pilot

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