When customer experience can make or break a company, it is time to get serious about data governance. A fresh take on solving a big problem.

1. 1Copyright © 2016 Earley Information Science, Inc. All Rights Reserved.
When customer experience can make
or break a company, it is time to get
serious about data governance
A FRESH TAKE ON SOLVING A BIG PROBLEM

2. 2Copyright © 2016 Earley Information Science, Inc. All Rights Reserved.
“Companies will
increasingly win or lose
on the battleground of
customer experience.”
--Forrester
The emergence of the Chief Data
Officer points to the increasing
importance and influence of data on
many key business operations including
customer experience.
Governance initiatives are expensive in
their own right – requiring long term
commitments of time and people.
However, without data governance
more organizations will find themselves
on the losing side of the battle.
Where do you plan to be?

3. Copyright © 2016 Earley Information Science, Inc. All Rights Reserved.
Data Governance is critical for
customer experience success
(OK Not Really News)

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Just as you need process orchestration to deliver
on customer experience, so too must you
orchestrate data within and across these
processes. Data Governance must standardize
data within a value stream and manage the
dependencies and impact of data shared
between processes.
As a result, Data Governance transforms from a
primary focus on rules and constraints to one of
customer experience enablement as data links to
the outcomes of customer engagement.
Forrester Report: Customer Ecosystems Demand Outcome-
Oriented Data Governance

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The Customer
Experience
Information
Supply Chain
A superior customer
experience requires a
complex but finely tuned
information supply chain
that runs on high quality
and well architected data
and content
Governance is critical to
coordinate collaboration
and ensure consistency
between many supporting
data and information
sources

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*Forrester Report: Data Governance Archetypes Shape The Focus And Fate Of Your Business
How To Succeed At Data Governance 2.0
Data governance is one of the thorniest
challenges of business technology. *
Not really
#2

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When you’re facing a complex problem or trying to do something
bold, start with a smaller version of the larger problem.
Focus exclusively on that small problem and solve it.
Use the answers to this small issue to expand your
knowledge of the larger issue.
Repeat.
https://www.entrepreneur.com/article/236221
How to Solve Complex Problems

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EIS can help you:
• Support the cultural and roadmap
changes necessary to make smart
governance the new normal
• Adopt a holistic governance
approach one achievable step at a
time
Many organizations struggle with the dreaded G-Word…

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EIS Data
Governance
Architecture
people
strategy
process
data
infrastructure
execution
Our Model for Success
EIS can help you:
• Make governance meaningful to
stakeholders
• Identify & promote the correct
investments in data quality
• Establish accountability at the correct
levels (for business and IT)
• Create a programmatic approach for
operationalizing insights
• Establish sustainability at the
business unit level
• Quantify the business benefit of data
governance

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The Fine Print
Establish shared future state vision that
aligns with business goals and a prioritized
roadmap based on management priorities
and key business criteria.
Establish governance principles, role
definitions and team expectations.
Quantify business performance and
outcomes with metrics-based
governance.
Support the cultural changes necessary
make smart governance the new normal.
Adjust organizational definitions, roles and
responsibilities as necessary.
Establish data accountability, traceability, &
risk mitigation through a well-tuned
taxonomy with consistent attributes and
terminology. Organize and contextualize
information to optimize business outcomes
& integrate access across digital platforms.
Evaluate, select and build-out
required technology infrastructure /
platform options.
Assess current state data / information
processes to identify areas for
improvement in the chain of accountability,
layers of trust, interdepartmental
responsibilities, and areas where increased
governance action is required.
people
strategy
process
data
infrastructure
execution

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Getting to DO: Make it Sustainable
Every new project gets designed for
sustainability and compatibility within the
enterprise data governance infrastructure.
Continuous Data-driven Improvement Within
Established Governance Architecture
DESIGN BUILD DO

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Dig In (a little)
policies
procedures
standards
escalates
requests
reports
implementation
remediation
behavior change
running the business
reporting
governance activity (perpetual)
process work (ongoing)
project work (temporary)
Governance guides change into
business operations through
project management deployments.
Continuous feedback loops refine
approaches over time.

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A Quick

14. A large scale combined Enterprise
Data Management (EDM) and
Enterprise Content Management
(ECM) transformation program.
SOLUTION
A lack of disciplined data and
content management processes,
and insufficient technology
infrastructure left the company
exposed for risk from a lack of
accountability and traceability of
information assets and uncertain
information quality.
PROBLEM
The second largest
personal lines insurer
in the United States
and the largest that is
publicly held.
RESULTS
DETAILS
Prioritized EDM / ECM Transformation Roadmap:
starting with small top priority steps and building in an
incremental, achievable fashion.
Current State Assessment to Improved Information and
Reporting Work Streams: identified areas for
improvement in the chain of accountability, layers of trust,
interdepartmental responsibilities, and areas where
increased governance action is required.
Model-Driven Data Governance: Established governance
framework vision with future-state organizational model
and role definitions, as well as governance principles for
the overall business and data operations,.
Technology Platform Selection: A vendor evaluation and
selection process for an EDM / ECM platform as well as a
Data Analytics platform.
 Improved information and content accountability,
accuracy and quality
 Streamlined work streams with meaningful shifts in
responsibilities for improved efficiencies and
effectiveness
 Governance metrics for measurable performance, quality
improvements and ROI
 Build-out of required technology infrastructure
Financial Services Advisory Firm

15. DELIVERABLE EXAMPLES
Governance Stand-Up Deliverables Assessing Trust Dependencies /
Content Processes
Knowledge Capture Design Deliverables
Financial Services Advisory Firm

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INFORMATION ARCHITECTS FOR THE DIGITAL AGE
We organize & contextualize
information to:
• Optimize the digital customer
experience
• Streamline the digital workplace
• Integrate information across
digital platforms
We build your digital
roadmap to:
• Define the future vision of
digital business
• Assess the current state of
readiness and capability
• Bridge the gaps between
current state and future vision
Then we manage a program
to make it happen:
• Programs are on time, in budget,
data-driven, results-oriented
• We help you to manage change
and realize success
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CONTACT US
GENERAL INFORMATION CONTACTS
www.earley.com
63 Old East Road
Carlisle, MA 01741
781-812-5551
Tom Fleming
New Customer Development
Tom.Fleming@earley.com
774-249-8880
https://www.linkedin.com/in/tomflemingh2
Dino Eliopulos
Managing Director
Dino@earley.com
773-383-2359
https://www.linkedin.com/in/deliopulos