New processes and product implementations can present challenges that may stall progress or hurt ROI. Motiv investigates and executes a plan that optimizes results for all key metrics.
What the Motiv Map Is, and Why It Matters Before Any Implementation
Most organizations jump into implementations too quickly.
They select technology, set timelines, and start gathering requirements before fully aligning on what they are trying to accomplish or how the solution should actually work in practice.
That is exactly the problem the Motiv Map is designed to solve.
When embarking on a journey to transform your customer experience by implementing software, companies should go into an evaluation with the thought that every dollar they invest should produce a return.
Why the Motiv Map Exists
Over time, we noticed a pattern.
If an implementation struggled, it most always shared the same root cause. Teams were busy capturing requirements, but they had not aligned on the business problem, the operating model, or how success would be measured.
By the time those gaps surface, it can be too late sometimes.
In 2018, we had a customer come to us with a complete set of user stories and a bunch of requirements, but shared they felt like they needed to work with someone who knows CX and could be their sherpa. They needed someone who had done this before. Enter Motiv as our mantra has always been that :
"Half of a successful solution comes from understanding the client’s business, while the other half comes from experts placed on the project that know how the solution will impact the organization."
What the Motiv Map Actually Is
Many discovery engagements focus entirely on requirements gathering. Map goes further. The Motiv Map is a structured engagement that sits between initial conversations and full implementation, aimed entirely at producing an ROI that gives an organization the peace of mind they are do.
Its purpose is to turn high-level goals into a clear, executable plan that connects business outcomes, technology design, and people.
During a Map, we work closely with client stakeholders to:
- Define the business why behind the initiative
- Identify current CX bottlenecks
- Prioritize use cases that matter most
- Translate those use cases into clear requirements
- Design how data, processes, and systems should work together
- Identify opportunities for automation and AI
- Prepare the organization for change
The output is not a deck that sits on a shelf. It is a practical blueprint that teams can execute against. By combining requirements with experience and perspective, it helps teams avoid designing themselves into a corner.
Where AI Fits into the Map
Implementations improving customer experience should always look at areas where automation and advanced intelligence can help people do things better, faster, stronger. But AI is often discussed late in implementations or added after the fact.
Map brings AI into the conversation early, but in a practical way.
Rather than leading with tools or features, we focus on:
- Where automation can eliminate repetitive work
- How AI can support better prioritization and decision-making
- What data and process foundations are required to support AI responsibly
This approach helps organizations move beyond experimentation and toward real, usable outcomes. And the tangible takeaway is getting a score on where AI can really impact your organization positively, and how viable or feasible it is to implement based on your setup.
Map Sets the Foundation for Change Management
One of most forgotten parts of a CX transformation is how to prepare organizations for change.
Because it aligns goals, processes, and people early, the Map helps teams anticipate where workflows will change and where adoption may be challenging.
This makes training, rollout, and adoption far more effective once implementation begins
When Organizations Should Us a Map
Map is especially valuable when:
- The scope of an implementation is large or complex
- Multiple teams or regions are involved
- AI or automation is part of the vision
- Past implementations have underperformed
- Leaders want confidence before committing to full delivery
In these situations, Map provides clarity, reduces risk & answers one simple question before any implementation begins:
Are we building the right solution
for the right reasons?
By aligning strategy, design, technology, and people, Map helps organizations move forward with confidence and purpose.
If you want to understand how a Map can be valuable for your organization, please shoot a message to info@motivcx.com to have an expert reach out to understand if this is a good fit.
Considering an implementation or looking to get more from your current platform?
Learn how the Motiv Map helps teams define the right path forward before delivery begins.
