Unified Digital Customer Experience Development

This case study outlines the development of a unified digital customer experience platform by Prosci, a leader in change management. Founded in 1994, Prosci aimed to enhance its offerings, which were previously limited to static PDFs and spreadsheets. The company recognized the need for an interactive, scalable platform that integrates with Salesforce CRM to provide a comprehensive view of customer interactions. To achieve this, Prosci collaborated with LaunchPad Lab, employing agile methodologies and dual-track scrum processes to ensure timely delivery and budget adherence. The resulting Hub Solution Suite includes various components such as the Research Hub, Knowledge Hub, and Kaiya, an AI-driven assistant. These tools provide users with access to extensive resources and training materials, facilitating a more engaging experience. The initiative led to significant improvements in user engagement, with 10,000 monthly users and global adoption across over 50 countries within three months of launch, supporting eight languages.