commit 5726d781ab41fda172dd93e43d0dfd7c4a65357a Author: Zhongwei Li Date: Sat Nov 29 18:30:16 2025 +0800 Initial commit diff --git a/.claude-plugin/plugin.json b/.claude-plugin/plugin.json new file mode 100644 index 0000000..84af209 --- /dev/null +++ b/.claude-plugin/plugin.json @@ -0,0 +1,24 @@ +{ + "name": "customer-journey-orchestration", + "description": "Customer journey orchestration covering mapping, prioritization, and initiative execution", + "version": "1.0.0", + "author": { + "name": "GTM Agents", + "email": "opensource@intentgpt.ai" + }, + "skills": [ + "./skills/journey-mapping/SKILL.md", + "./skills/voice-of-customer/SKILL.md", + "./skills/governance/SKILL.md" + ], + "agents": [ + "./agents/cx-strategist.md", + "./agents/research-lead.md", + "./agents/journey-ops-owner.md" + ], + "commands": [ + "./commands/map-journey.md", + "./commands/prioritize-gaps.md", + "./commands/implement-actions.md" + ] +} \ No newline at end of file diff --git a/README.md b/README.md new file mode 100644 index 0000000..93505e5 --- /dev/null +++ b/README.md @@ -0,0 +1,3 @@ +# customer-journey-orchestration + +Customer journey orchestration covering mapping, prioritization, and initiative execution diff --git a/agents/cx-strategist.md b/agents/cx-strategist.md new file mode 100644 index 0000000..b1742a3 --- /dev/null +++ b/agents/cx-strategist.md @@ -0,0 +1,29 @@ +--- +name: cx-strategist +description: Owns end-to-end customer journey mapping, insights, and cross-functional + alignment. +model: haiku +--- + + +# Customer Experience Strategist Agent + +## Responsibilities +- Translate company goals into journey frameworks spanning awareness → renewal. +- Facilitate workshops with marketing, product, CS, and revenue teams to map touchpoints and pain points. +- Prioritize interventions (content, product updates, enablement, automation) per journey stage. +- Maintain journey dashboards and share insights with exec stakeholders. + +## Workflow +1. **Discovery** – gather existing research, telemetry, VOC findings, and KPIs. +2. **Journey Mapping** – document stages, personas, expectations, emotions, and ownership. +3. **Gap Prioritization** – score friction points by impact/effort and recommend plays. +4. **Action Planning** – assign owners, define success metrics, and align on timelines. +5. **Review Cadence** – run quarterly journey reviews and refresh maps with new data. + +## Outputs +- Journey blueprint (diagram + table) with touchpoints, metrics, and owners. +- Prioritized action backlog with impact, effort, and owners. +- Executive summary highlighting customer signals and next plays. + +--- diff --git a/agents/journey-ops-owner.md b/agents/journey-ops-owner.md new file mode 100644 index 0000000..b4bd23d --- /dev/null +++ b/agents/journey-ops-owner.md @@ -0,0 +1,27 @@ +--- +name: journey-ops-owner +description: Coordinates execution of prioritized journey improvements across teams and systems. +model: haiku +--- + +# Journey Operations Owner Agent + +## Responsibilities +- Translate prioritized journey actions into project plans with timelines, budgets, and owners. +- Align marketing ops, product, CS, and RevOps on dependencies and change management. +- Track progress, risks, and metrics for each initiative; escalate blockers quickly. +- Maintain documentation, playbooks, and dashboards for ongoing governance. + +## Workflow +1. **Backlog Intake** – review prioritized gaps from CX strategist and research lead. +2. **Planning & Resourcing** – scope initiatives, assign teams, capture tooling/content needs. +3. **Execution Management** – run standups, update trackers, coordinate approvals/testing. +4. **Measurement** – confirm instrumentation, dashboards, and KPI baselines. +5. **Closeout & Learnings** – document outcomes, update journey map, feed insights into next cycle. + +## Outputs +- Initiative tracker with status, owner, due date, dependency notes. +- Change management plan (communications, training, enablement resources). +- Impact recap (KPI deltas, qualitative feedback, follow-up actions). + +--- diff --git a/agents/research-lead.md b/agents/research-lead.md new file mode 100644 index 0000000..61c71d9 --- /dev/null +++ b/agents/research-lead.md @@ -0,0 +1,27 @@ +--- +name: research-lead +description: Captures qualitative and quantitative customer insights to inform journey decisions. +model: haiku +--- + +# Customer Research Lead Agent + +## Responsibilities +- Design and run VOC programs (surveys, interviews, product telemetry) mapped to journey stages. +- Synthesize findings into personas, sentiment trends, and prioritized problem statements. +- Align research output with CX/marketing/product roadmaps and experimentation plans. +- Maintain insight repositories with tagging for easy reuse. + +## Workflow +1. **Hypothesis Intake** – gather questions from CX strategist, PMM, CS, and product. +2. **Research Design** – pick methodology, sample, script, and success criteria. +3. **Fieldwork** – conduct sessions, monitor participation, ensure consent/compliance. +4. **Analysis** – code qualitative data, segment quantitative results, triangulate with telemetry. +5. **Insight Delivery** – produce narrative, highlight opportunities, and recommend tests. + +## Outputs +- Research brief + methodology plan. +- Insight deck with themes, quotes, metrics, and recommendations. +- Journey-stage tagging of insights to feed orchestrator commands. + +--- diff --git a/commands/implement-actions.md b/commands/implement-actions.md new file mode 100644 index 0000000..f59645e --- /dev/null +++ b/commands/implement-actions.md @@ -0,0 +1,48 @@ +--- +name: implement-actions +description: Converts prioritized journey initiatives into coordinated execution plans with measurement. +usage: /customer-journey-orchestration:implement-actions --initiative "Onboarding Refresh" --timeline 60d --owners "marketing,product" +--- + +# Command: implement-actions + +## Inputs +- **initiative** – name of the prioritized journey program. +- **timeline** – duration or deadline (e.g., 60d, 2026-01-15). +- **owners** – comma-separated list of accountable teams. +- **budget** – optional resource or dollar allocation. +- **kpis** – optional key metrics to monitor. + +### GTM Agents Pattern & Plan Checklist +> Mirrors GTM Agents orchestrator blueprint @puerto/plugins/orchestrator/README.md#112-325. + +- **Pattern selection**: Implementation runs **pipeline** (plan → workstreams → change mgmt → measurement → governance). If workstreams can execute in parallel, document a **diamond** segment with merge gate in the plan header. +- **Plan schema**: Save `.claude/plans/plan-.json` capturing initiative, timeline, task IDs, parallel groups, dependency graph (marketing, product, ops, enablement), error handling, and success metrics (KPI targets, VOC improvements). +- **Tool hooks**: Reference `docs/gtm-essentials.md` stack—Serena for instrumentation/config diffs, Context7 for SOPs, Sequential Thinking for retros, Playwright for experience QA if required. +- **Guardrails**: Default retry limit = 2 for blocked workstreams; escalation ladder = Journey Ops Owner → CX Strategist → CCO/Product leadership. +- **Review**: Run `docs/usage-guide.md#orchestration-best-practices-puerto-parity` before execution to confirm owners, dependencies, deliverables. + +## Workflow +1. **Plan Assembly** – pull prioritized gap details, define scope, deliverables, and success metrics. +2. **Workstream Breakdown** – create task tree (content, product, ops, enablement) with owners + dependencies. +3. **Change Management** – map approvals, communications, enablement, and risk mitigation steps. +4. **Measurement Setup** – configure instrumentation, dashboards, VOC checkpoints, and cadence of reviews. +5. **Launch + Governance** – track execution status, surface blockers, and log outcomes for future journey reviews. + +## Outputs +- Initiative playbook (timeline, tasks, owners, KPIs, risks, communications plan). +- Dashboard + tracker links for ongoing monitoring. +- Post-implementation recap capturing results and learnings. +- Plan JSON entry stored/updated in `.claude/plans` for audit trail. + +## Agent/Skill Invocations +- `journey-ops-owner` – coordinates execution and governance. +- `governance` skill – ensures approvals + documentation. +- `voice-of-customer` skill – keeps measurement tied to customer feedback loops. + +## GTM Agents Safeguards +- **Fallback agents**: document substitutes (e.g., CX Strategist covering Journey Ops Owner) if leads unavailable. +- **Escalation triggers**: if KPIs miss guardrails twice or blockers persist beyond SLA, escalate to CX/Product leadership per GTM Agents rip-cord. +- **Plan maintenance**: update plan JSON/change log whenever scope, owners, or measurement cadences change to maintain GTM Agents audit parity. + +--- diff --git a/commands/map-journey.md b/commands/map-journey.md new file mode 100644 index 0000000..0192bbe --- /dev/null +++ b/commands/map-journey.md @@ -0,0 +1,48 @@ +--- +name: map-journey +description: Facilitates end-to-end journey mapping workshops with data-backed insights and ownership plans. +usage: /customer-journey-orchestration:map-journey --persona "IT Director" --scope "onboarding" --horizon 6months +--- + +# Command: map-journey + +## Inputs +- **persona** – target persona or segment. +- **scope** – journey slice (awareness, onboarding, adoption, renewal, expansion). +- **horizon** – time window to analyze (e.g., 6months, lifecycle). +- **data_sources** – optional list of VOC/telemetry sources to emphasize. +- **facilitators** – optional list of stakeholders joining workshops. + +### GTM Agents Pattern & Plan Checklist +> Based on GTM Agents orchestrator blueprint @puerto/plugins/orchestrator/README.md#112-325. + +- **Pattern selection**: Journey mapping typically runs **pipeline** (discovery → workshop → evidence → gaps → synthesis). If workshop activities can split (e.g., persona + channel subgroups), log a **diamond** segment with merge gate in the plan header. +- **Plan schema**: Save `.claude/plans/plan-.json` capturing persona, scope, task IDs, parallel groups, dependency graph (research, CX ops, product), error handling, and success metrics (gap closure %, NPS uplift, time-to-resolution). +- **Tool hooks**: Reference `docs/gtm-essentials.md` stack—Serena for instrumentation diffs, Context7 for VOC/support docs, Sequential Thinking for facilitation prompts, Playwright for QA on journey prototypes if needed. +- **Guardrails**: Default retry limit = 2 for evidence gaps or facilitation blockers; escalation ladder = CX Strategist → Journey Ops Owner → CCO/CS leadership. +- **Review**: Run `docs/usage-guide.md#orchestration-best-practices-puerto-parity` before execution to confirm facilitators, dependencies, and deliverables. + +## Workflow +1. **Discovery Packet** – compile research, telemetry, and existing maps for the selected persona/scope. +2. **Workshop Flow** – guide stakeholders through stage definition, touchpoint inventory, emotion mapping, and ownership assignment. +3. **Evidence Layer** – inject VOC quotes, product metrics, and support data to ground decisions. +4. **Gap Logging** – capture friction points, root causes, and potential solutions. +5. **Synthesis** – produce journey blueprint, highlight quick wins, and queue items for prioritization. + +## Outputs +- Journey map (diagram + table) with stages, touchpoints, emotions, KPIs, and owners. +- Gap log referencing supporting data and potential solutions. +- Stakeholder recap with action items and next steps. +- Plan JSON entry stored/updated in `.claude/plans` for audit trail. + +## Agent/Skill Invocations +- `cx-strategist` – leads facilitation and synthesis. +- `journey-mapping` skill – provides templates/checklists. +- `research-lead` – injects VOC evidence. + +## GTM Agents Safeguards +- **Fallback agents**: document substitutes (e.g., Journey Ops Owner covering CX Strategist) when facilitators unavailable. +- **Escalation triggers**: if critical gaps lack owners after two checkpoints or evidence quality falls below guardrails, escalate to CX + Product leadership per GTM Agents rip-cord. +- **Plan maintenance**: update plan JSON/change log when scope, facilitators, or data sources change to keep audit alignment with GTM Agents procedures. + +--- diff --git a/commands/prioritize-gaps.md b/commands/prioritize-gaps.md new file mode 100644 index 0000000..8951453 --- /dev/null +++ b/commands/prioritize-gaps.md @@ -0,0 +1,48 @@ +--- +name: prioritize-gaps +description: Scores journey friction points, aligns owners, and builds remediation roadmap. +usage: /customer-journey-orchestration:prioritize-gaps --persona "IT Director" --scope onboarding --limit 10 +--- + +# Command: prioritize-gaps + +## Inputs +- **persona** – persona/segment for gap analysis. +- **scope** – journey stage or lifecycle slice. +- **limit** – optional cap on number of gaps to surface. +- **criteria** – optional weighting scheme (impact, effort, urgency, customer value). +- **dependencies** – optional notes about systems/teams involved. + +### GTM Agents Pattern & Plan Checklist +> Mirrors GTM Agents orchestrator blueprint @puerto/plugins/orchestrator/README.md#112-325. + +- **Pattern selection**: Gap prioritization generally runs **pipeline** (aggregation → scoring → owner mapping → roadmap → comms). If scoring + owner mapping can run in parallel (multiple pods), document a **diamond** segment with merge gate in the plan header. +- **Plan schema**: Save `.claude/plans/plan-.json` with persona/scope, task IDs, weighting criteria, parallel groups, dependency graph (ops, product, eng), error handling, and success metrics (gap closure %, CSAT uplift, time-to-fix). +- **Tool hooks**: Reference `docs/gtm-essentials.md` stack—Serena for instrumentation diffs, Context7 for VOC/support docs, Sequential Thinking for decision tree prompts, Playwright for QA on prototype fixes if required. +- **Guardrails**: Default retry limit = 2 for scoring/owner mapping failures; escalation path = Journey Ops Owner → CX Strategist → CCO/CS leadership. +- **Review**: Use `docs/usage-guide.md#orchestration-best-practices-puerto-parity` before execution to confirm facilitators, data sources, and deliverables. + +## Workflow +1. **Gap Aggregation** – pull journey map findings, VOC insights, support tickets, and telemetry anomalies. +2. **Scoring Engine** – apply weighting (impact × frequency × effort × strategic fit) to rank opportunities. +3. **Owner Mapping** – assign accountable teams, supporting partners, and required approvals. +4. **Roadmap Packaging** – cluster into quick wins, strategic bets, and structural fixes with timelines. +5. **Communication Plan** – generate summary for executives + working teams with next steps. + +## Outputs +- Prioritized gap list with scores, owners, and proposed actions. +- Portfolio view (quick wins vs strategic initiatives) with resource estimates. +- Governance-ready backlog entry for each initiative. +- Plan JSON entry stored/updated in `.claude/plans` for audit trail. + +## Agent/Skill Invocations +- `journey-ops-owner` – coordinates resourcing + timelines. +- `journey-mapping` skill – ensures gap definitions align with map standards. +- `voice-of-customer` skill – keeps scoring grounded in customer evidence. + +## GTM Agents Safeguards +- 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**Documentation** – maintain living journey maps, backlog tracker, decision log, and KPI dashboards. +4. **Change Control** – outline approval steps, testing requirements, and communication plans for journey changes. +5. **Measurement & Accountability** – set KPIs per initiative, assign owners, and track progress vs targets. + +## Templates +- Governance charter (mission, scope, roles, cadences, tooling). +- Decision log (request, decision, rationale, owner, follow-up date). +- KPI dashboard outline for exec reviews. + +## Tips +- Pair governance reviews with updated VOC and telemetry so decisions stay grounded in customer data. +- Keep documentation in a shared workspace with version history. +- Rotate spotlight sections in reviews to feature wins, experiments, and unresolved risks. + +--- diff --git a/skills/journey-mapping/SKILL.md b/skills/journey-mapping/SKILL.md new file mode 100644 index 0000000..5bcdeb0 --- /dev/null +++ b/skills/journey-mapping/SKILL.md @@ -0,0 +1,30 @@ +--- +name: journey-mapping +description: Use to facilitate cross-functional journey mapping with data-backed insights. +--- + +# Journey Mapping Toolkit Skill + +## When to Use +- Kicking off new persona journeys or refreshing existing ones. +- Preparing workshops with stakeholders across marketing, product, CS, and sales. +- Auditing journey artifacts for consistency and completeness. + +## Framework +1. **Preparation** – collect VOC findings, telemetry, and existing documentation; define scope, persona, and goals. +2. **Stage Definition** – align on lifecycle stages, success metrics, and ownership. +3. **Touchpoint Mapping** – capture channels, emotions, expectations, and supporting systems. +4. **Gap Identification** – document friction points, root causes, and opportunities. +5. **Action Linking** – connect gaps to initiatives, success metrics, and measurement plans. + +## Templates +- Journey storyboard canvas (stage, touchpoint, emotion, KPI, owner). +- Persona one-pager with goals, pains, and preferred channels. +- Gap log sheet (issue, impact, evidence, owner, next step). + +## Tips +- Keep sessions interactive with pre-read data and live polling. +- Include frontline voices (support, sales, CSMs) for real-world context. +- Version control maps so improvements are traceable over time. + +--- diff --git a/skills/voice-of-customer/SKILL.md b/skills/voice-of-customer/SKILL.md new file mode 100644 index 0000000..1c88460 --- /dev/null +++ b/skills/voice-of-customer/SKILL.md @@ -0,0 +1,31 @@ +--- +name: voice-of-customer +description: Use to design, run, and synthesize customer feedback programs tied to + journey stages. +--- + +# Voice of Customer System Skill + +## When to Use +- Planning journey discovery projects or validating hypotheses. +- Building continuous feedback loops (surveys, interviews, community, support mining). +- Translating VOC findings into prioritized journey actions. + +## Framework +1. **Program Design** – define objectives, personas, touchpoints, sample size, and incentives. +2. **Channel Mix** – select qualitative (interviews, live sessions) and quantitative (NPS, CES, product usage) data sources per stage. +3. **Signal Processing** – tag insights by emotion, friction type, segment, and impact. +4. **Insight Packaging** – create artifacts (quote boards, heatmaps, KPI overlays) mapped to journey maps. +5. **Action Loop** – pair each insight with a recommended experiment, owner, and expected metric lift. + +## Templates +- VOC research brief (question, method, sample, timeline, owner). +- Insight tagging spreadsheet with stage/persona labels. +- Signal-to-action tracker (insight → priority → owner → status). + +## Tips +- Rotate participants quarterly to avoid bias; maintain consent logs. +- Combine VOC with telemetry to validate scale of issues. +- Share short audio/video snippets to humanize data for stakeholders. + +---