Next Steps

Here are a handful of questions we should be asking:

1. What data is each organizational unit collecting, and how does it fall into these buckets?
2. How can this data be centralized for access across the organization?
3. How can this data be built upon to establish a progressive learning and action model?
4. Given our understanding of our diverse customer base, what OKRs and KPIs (organization-wide and at the department level) are in place to validate that we are succeeding in engaging and serving people across this diverse audience?

• How might we establish a central repository for customer insights and avatars?
• How might each area of the organization prioritize sharing new customer insights to inform customer avatars on an ongoing basis?