nodal.

When working with an organisation investing in modern digital services and CRM capabilities, leadership knew they needed to improve customer digital interactions but weren't sure how to connect business needs with technology possibilities. Rather than letting IT dictate solutions or business units work in isolation, we engaged with business owners across departments to understand their real challenges and aspirations.

Through collaborative sessions, we discovered that different teams had valuable insights about customer needs that weren't being captured in traditional requirement gathering. Operations understood customer pain points, delivery knew workflow bottlenecks, and customer service had insights about recurring issues, but these perspectives weren't connecting.

We co-created future pathways that bridged these insights with CRM capabilities, ensuring alignment with existing organisational projects and timelines. This meant designing digital services that supported how teams actually worked while enabling better customer experiences across all touchpoints.

The result was enhanced customer digital interactions business-wide, but more importantly, teams understood how technology could support their work rather than complicate it. By creating shared ownership of the digital vision, we built lasting capability for continued digital evolution.