“My ideal scenario would be to work with a small group within a firm and map out how they want to work… If it's 80 percent of the journey is perfect with the new software, then you've got a relatively simple change management story.”

“I've always recommended that you follow the workflow and especially create a workflow map and to end from the time the customer calls till the money goes in the bank.”

“Outer signal enriches your existing customer data… then pushes into your email platform so retention flows can speak to a segment.”

“Roles don’t do, the work exists in workflows… we need to focus on workflows… efficiency across the value stream”

“I would back my legacy workflows up, map them out, and try to understand where is retrieval happening? What tool is doing that retrieval? Where is transformation happening?”