Act 1, scene 4: What customers want

Scene 4: What customers want

Start with the customer's journey with the current product, and what the customer now expects of it. Customers want to use the product straight away, without a project measured in months. Customers want a change after go-live to be small and contained. Customers want the product personalised below the tenant, down to the individual user. Increasingly, customers expect their own agents to operate the product for them. Follow one customer down through the stack, and see what each expectation meets.