Author: Kevin Gough, Customer Succes Manager at Board and Community Captain
A CoE is more than just a new department; it's about instilling excellence and consistency in the design, deployment, maintenance, use, and optimization of systems. Here's a breakdown of what a well-operated CoE offers:
Governance:
- Establishes standards
- Manages change, upgrades, and integrations
- Develops the application roadmap in line with business priorities
Process & Template Ownership:
- Maintains best-practice templates
- Centralizes automation and integration design
Enablement & Support:
- Conducts tool training and onboarding
- Offers documentation and knowledge repositories
- Identifies and works with local champions across departments and regions
Innovation & Scaling:
- Gathers user feedback through customer-centric activities
- Understands organizational needs to drive innovation
- Collaborates with application vendors to align roadmaps with customer requirements
- Conducts pilot tests for new capabilities before full implementation, such as AI integration
Think of a CoE as the central nervous system of your technology landscape, connecting, governing, and advancing your digital capabilities. The key benefit? It enables businesses to scale intelligence, not just effort.
Stay tuned for insights on assembling the right team for your CoE and structuring it for maximum impact.
