How to Deliver Enterprise Technology Projects Without Losing the Customer
ACF Technologies leaders Simon Ronald and Laurence Leach unpack enterprise implementation risk, migration, integration, buy-versus-build decisions and the role of accountable project relationships.
The episode at a glance
- Start by understanding existing systems and migration dependencies.
- Choose build or buy based on lifetime complexity, not only the initial feature list.
- Consistent account ownership and transparent risk management support delivery.
Put your brand in the CX conversation.
Reach customer experience professionals through sponsored episodes, in-person interviews, video and social content.
Enquire about sponsorshipWatch or listen to episode 103
Watch on YouTube
Listen on Spotify
What Simon Ronald & Laurence Leach reveals about enterprise cx technology
Treat the legacy environment as a design input
Laurence describes why protective attitudes to legacy systems make migration difficult. Teams need access to data, integrations, decision-makers and documentation before committing to a plan. API wrappers and helper services can bridge old and new capabilities, but they need a clear owner and testing strategy.
Off-the-shelf is not the same as one-size-fits-all
Simon considers the trade-off between buying a proven platform and building internally. A custom product may feel tailored initially but creates a long-term obligation to maintain integrations, security, support and product evolution. Procurement should evaluate fit, adaptability and total cost of ownership rather than simply licence price.
A high-profile rollout magnifies small issues
The discussion includes the pressure of delivering publicly visible projects where even a minor issue can attract external attention. The lesson is to define escalation channels, document known risks, test critical paths and communicate fixes promptly. Operational readiness matters as much as technical readiness.
Account management is part of the delivery architecture
Both guests emphasise the value of people who understand the customer’s priorities, contract, stakeholders and technical boundaries. Continuity reduces repeated discovery and makes decisions faster. A single accountable relationship should connect business outcomes to development and operational teams.
A practical takeaway
Before an enterprise CX procurement, produce a one-page risk register covering integrations, data migration, stakeholder approvals, acceptance testing and post-launch ownership. Review the register jointly with the supplier.
Enterprise omnichannel banking implementation
Read how ACF’s Q-Flow was used to unify booking across branches and channels for a large banking environment—an applied example of enterprise CX delivery.
Read the enterprise implementation case studyExplore ACF Technologies
Looking to apply these customer experience ideas in practice?
Schedule an ACF demoRelated CX Insider episodes
Sponsor a future CX Insider episode
Connect your brand with the people shaping better customer experiences.
Start a sponsorship enquiry