Navigating the Headaches of Switching CX Platforms in Practice

Written by Sophie

Watermelon’s recent series of posts on migrating CX platforms got me thinking about the time we onboarded our largest client in Australia.

It was 2016 and we only a very small presence in Australia. The challenge: over 25 different surveys and routing combinations, multiple methodologies, hundreds of data fields to map, and plenty of integrations to set up. We had our work cut out to prove that the transition didn’t have to be as hard as everyone was expecting!

How did we do it? By being really hands-on. While we grew the team out in Sydney, we flew back and forth at least 10 times. I once flew out for just 48 hours, only to fly back with the same crew that took me there. They thought I was crazy (and maybe I was!) but nothing beats being in the room with stakeholders to work through a problem.

For me, it reinforced that my approach of employing hands-on practitioners is undoubtedly the right strategy. Instead of having to deal with middlemen, our clients have a direct link in to a team of experts who know how to roll their sleeves up and get their hands dirty, from testing API connections through to data mining, which accelerates the implementation process and sets the scene for a solid foundation.

The outcome? A seamless migration and a thriving relationship 10 years on.