Building and Sustaining a Customer Centre of Excellence

This solution brief outlines the establishment and maintenance of a Customer Centre of Excellence (COE) aimed at addressing IT challenges faced by organizations. It emphasizes the importance of aligning IT operations with business objectives to foster innovation and enhance business value. The document describes a structured approach to developing a COE, which includes phases such as strategy development, services design, operating model definition, capability requirements assessment, and implementation. Each phase is designed to ensure that the COE aligns with the organization's key performance indicators and drives operational efficiency. The brief also presents a case study involving The Open University, highlighting the benefits achieved through COE implementation, including improved operational effectiveness, better alignment between IT and business strategies, and enhanced customer satisfaction. The document concludes with a call to action for organizations to consider transforming their technology leadership through a modern COE.