Use the same name all week — it is how your submissions are matched. Each export names its own file from it, for example 1-muchson-day9-l1l2-real-time-file.
Route 2 · Level 3 · Management decision
Build a real-time management system that connects speed and quality
Route 1 looked at LiveConnect's single moments: where to answer at once, where to , what speed is worth and how to test fairly. Level 3 asks a different question: how does the whole company handle interaction in , which points are central, which measures come first, and what do you decide today under time pressure and with incomplete data?
Materi B · 60 minutes, facilitator-led
A real-time management system: the vision, the central interaction points, the KPI and optimisation system, tested measures, and a decision under time pressure
Five cards for Level 3. You stop fixing single moments and start designing how the whole company handles interaction in real time. Each card ends in rules the task uses; each diagram uses Elster Digital, another provider.
OPTIONALB1 · A real-time retention system: the target vision12 min
Deepens a card a Core task block already covers. Not needed to complete the Real-Time Management Memo.
OPTIONALB2 · Central interaction points: the decision first, then the tracking12 min
Deepens a card a Core task block already covers. Not needed to complete the Real-Time Management Memo.
OPTIONALB3 · A KPI and optimisation system: four tests12 min
Deepens a card a Core task block already covers. Not needed to complete the Real-Time Management Memo.
OPTIONALB4 · The optimisation loop: roll out, keep testing or stop12 min
Deepens a card a Core task block already covers. Not needed to complete the Real-Time Management Memo.
B5
Deciding under time pressure, and the architecture
CORE12 min
An is built in order: the base first, then the people and standards, then the data, then the on ready data, and the rest held back. Four tests tell you whether it holds, and with four months the time test matters. Decide now, , and say what you will watch and when you would stop.
In plain words
An architecture is not a shopping list. It is built in order: first the base that lets you measure, then the people and standards, then the data a tool needs, then the tools that move a number you named. When time is short and the data is patchy, do not wait and do not bet everything: decide now, in stages, measure from the first week, and say what you will watch and when you would stop.
A chat and its base · a worked example on Elster Digital
The pointAn is built in order: the base first, then measurement, then the data, then the . Where a link in that chain is missing, the tool above it cannot be trusted.
3 short steps in plain words. The picture changes as you press Next. Or skip this and use the buttons below on your own.
What customers meet: the order page
Chat on the order page
Starts in month 1
measured
Live view and KPI system
Starts in month 1
raw data flows up
Where the data lives: CRM and website, 93% of what the chat needs is tracked
Two things to change
What this showsIn plain words: The base exists before the tool and the tool runs on data that is ready. Elster can say whether the chat closes more requests, and its data does not teach it gaps. This is what a plan that holds looks like.
Change when measurement starts and how well the data is , and watch the links.
References · Materi B (9)
Check every source before you teach from it: page numbers and editions differ between printings.
Oldroyd, J. B., McElheran, K., & Elkington, D. (2011). The short life of online sales leads. Harvard Business Review, 89(3), 28. (Leads contacted within an hour are far more likely to be qualified than leads contacted later.)
Markey, R., Reichheld, F., & Dullweber, A. (2009). Closing the customer feedback loop. Harvard Business Review, 87(12), 43–47. (Act on customer feedback quickly and report back; the loop is what improves the service.)
Kaplan, R. S., & Norton, D. P. (1992). The balanced scorecard: Measures that drive performance. Harvard Business Review, 70(1), 71–79. (A few linked measures, results and the drivers behind them, instead of many unrelated ones.)
Ries, E. (2011). The Lean Startup. Crown Business. (Vanity metrics against actionable metrics; learning through controlled experiments.)
Kohavi, R., Tang, D., & Xu, Y. (2020). Trustworthy Online Controlled Experiments. Cambridge University Press. (Random split, one change, a size fixed in advance, guardrail metrics, and the danger of stopping early.)
Hubbard, D. W. (2014). How to Measure Anything, 3rd ed. Wiley. (Start from the decision; measure what would change it.)
Regulation (EU) 2016/679 of the European Parliament and of the Council (General Data Protection Regulation), Art. 6 (lawful basis), Art. 21 (objection to direct marketing) and Art. 22 (automated individual decisions).
Courtney, H., Kirkland, J., & Viguerie, P. (1997). Strategy under uncertainty. Harvard Business Review, 75(6), 67–79. (Match the commitment to how much is known; no-regret moves first.)
Klein, G. (2007). Performing a project premortem. Harvard Business Review, 85(9), 18–19. (Imagine the plan has failed and write down why, before it starts.)
The situation: you are the Chief Digital Officer
Read once · about 4 min
LiveConnect has seen that fast answers close far more often. You now answer for how the whole company handles customer interaction in . Interaction is not coordinated, responses are too slow and measures are not measurable. The budget is limited, the data situation is incomplete and time is short. The board wants a real-time customer management system, and a decision now, under time pressure and with uncertain data.
The limits
Budget: €190,000 (Case assumption)
Time: 4 months
The items and their costs are in Step A; the numbers today are in the table below.
What you build · about 50 min
The target vision of a real-time customer retention system
The definition of central interaction points
A KPI and optimisation system
The selection of automation and personalisation measures (tested)
A prioritised implementation architecture
A decision under time pressure and uncertain data
The numbers today · used in Step A and Step B
Item
Cost
To be in use
Data ready
It moves
Live interaction view and real-time KPI system
€40,000
6 weeks
—
—
Chatbot and live chat on the decision pages
€40,000
4 weeks
85%
the closing rate of quote requests
Real-time personalisation for known visitors
€45,000
8 weeks
50%
the interaction rate on decision pages
Response standards and routing
€15,000
3 weeks
—
—
Real-time selling training for the sales team
€20,000
3 weeks
—
—
Tracking and consent clean-up
€20,000
4 weeks
—
—
All-in-one AI experience platform
€90,000
14 weeks
—
—
Website relaunch
€80,000
16 weeks
—
—
Customer figure
Today
Aim
Closing rate of quote requests
6%
12%
Interaction rate on decision pages
2%
4%
Case assumptions. “Data ready” is the share of the interactions an item needs that are tracked and clean today; an engine should start on at least 80%. The plan has 4 months, and an item is in use after its weeks to be in use.
Where Route 1 left off · your own answers
You have not answered Route 1 yet. That is fine: nothing here is blocked, and this box fills in when you do.
Case assumption
The brief gives the role ( or sales manager) and the situation: customer interaction not coordinated, responses too slow, measures not measurable, a limited budget, an incomplete data situation and high time pressure, and a decision under time pressure and an uncertain data situation. The budget, the , the , the costs and the are made up for this exercise.
Your architecture · live · budget €190,000 · 4 months
Data quality:
What customers meet: pricing page · quote form · live chat · social media
.
.
All-in-one AI platform · €90,000Not now
Website relaunch · €80,000Not now
.
Chatbot and live chat · €40,000Not now
Real-time personalisation · €45,000Not now
.
.
Response standards and routing · €15,000Not now
Real-time selling training · €20,000Not now
.
Live view and KPI system · €40,000Not now
.
Tracking and consent clean-up · €20,000Not now
raw interactions flow up
Where the data lives today: website · chat · CRM · social media
Solid teal box: Now. Dashed amber box: After data is ready (it starts in the month the tracking clean-up is in use). Faded box: Not now. Change the timing with the small switch in each box (“Later” is the after-tier) or on the item's card. A solid teal link works; a dashed amber link says in words why it does not.
Budget
€0 of €190,000. €190,000 left.
Measurable
Nothing is funded, so nothing is measured and the brief's three problems stay.
Risk
Nothing is funded yet.
What this showsIn plain words: Nothing is funded yet. Set an item to Now in Step A and the diagram, the three bars and the tests draw it.
Step A · Build the system
OBJECTIVEJUDGEDCOREabout 10 min
FIND IT· Route 2 → Task 2 → the panel above (the diagram and the three bars) and the eight item cards below. The budget is €190,000 over 4 months. Answer by setting each card, then in the two fields under the cards.
Analyse in the app. Write your result in the answer area below.
Draws on
Set each item to when it happens: Now (it starts in month 1), After data is ready (it starts in the month the is in use) or Not now. The diagram and the three bars above redraw at once, and the tests say what is open. You decide: a different choice with a clear reason can still be exported.
Live interaction view and real-time KPI system · €40,000
Chat, form, call and social media interactions joined per customer, with the three KPIs on one live screen.
A sales rep opens one screen at 9:05 and sees that a visitor from the pricing page chatted twice and opened the quote form. Before the screen, three teams each saw a piece and none saw the whole.
Moves
no KPI by itself: every KPI is defined once and read from the live screen
Data it needs, tracked and clean today
none: it can start without data
Time to be in use
6 weeks · 2 months
Not part of the plan.
Response standards and routing · €15,000
Who answers which interaction point within how long, and when a person takes over.
A quote request arrives at 14:10. The standard says sales answers within 30 minutes; the routing sends it to the rep on duty and raises an alert if nobody takes it.
Moves
no KPI by itself: it fixes how fast each point answers and who takes over
Data it needs, tracked and clean today
none: it can start without data
Time to be in use
3 weeks · 1 months
Not part of the plan.
Tracking and consent clean-up · €20,000
Closes the tracking gaps on onboarding, renewal and social media, within what customers have consented to.
Someone closes the gap where onboarding calls and renewal e-mails were not recorded, and checks that every recorded channel has the customer's consent. The team finally sees what happens after the contract is signed.
Moves
no KPI by itself: it closes the tracking gaps that personalisation needs
Data it needs, tracked and clean today
none: it can start without data
Time to be in use
4 weeks · 1 months
Not part of the plan.
Real-time selling training for the sales team · €20,000
How to take over a chat, answer within minutes and read the live screen.
In a 30-minute session a rep practises taking over a chat in the middle of a conversation and answers a pricing question in plain words. The visitor notices a person who already knows what was asked.
Moves
no KPI by itself: the sales team takes over a chat and reads the live screen
Data it needs, tracked and clean today
none: it can start without data
Time to be in use
3 weeks · 1 months
Not part of the plan.
Chatbot and live chat on the decision pages · €40,000
Immediate answers on the pricing page and the quote form, with a hand-over to sales within two minutes.
A visitor on the pricing page asks whether onboarding is included. The chatbot answers at once; when it cannot, a sales rep takes over within two minutes and sees the conversation so far.
Moves
the closing rate of quote requests
Data it needs, tracked and clean today
85%
Time to be in use
4 weeks · 1 months
Not part of the plan.
Real-time personalisation for known visitors · €45,000
Content that fits logged-in customers and campaign visitors, with the reason visible to the team.
A returning customer on the pricing page sees the module they already use at the top, with one line saying why. The team can see which rule showed it.
Moves
the interaction rate on decision pages
Data it needs, tracked and clean today
50%
Time to be in use
8 weeks · 2 months
Not part of the plan.
All-in-one AI experience platform · €90,000
A vendor platform that runs chat, content and offers by itself; its rules and results are not shown.
A vendor platform decides by itself which chat reply, content and offer each visitor gets, with no rules shown. Two visitors with the same question get different answers and nobody at LiveConnect can say why.
Moves
no KPI it reports: its rules and results are not shown
Data it needs, tracked and clean today
none: it can start without data · its results are not shown
Time to be in use
14 weeks · 4 months
Not part of the plan.
Website relaunch · €80,000
A new design for every page.
A new design goes live on every page at once. The quote form moves, the team cannot tell whether the change helped, and visitors who were mid-comparison find a different site.
Moves
no KPI it names: a new design for every page
Data it needs, tracked and clean today
none: it can start without data
Time to be in use
16 weeks · 4 months
Not part of the plan.
0 / 40 characters
Two sentences: what the system should do for LiveConnect and its customers once it runs, and how the company will steer it. At least 40 characters.
0 / 30 characters
In your own words, before you open the system's reading below: one thing the plan gives you and one thing it costs or leaves open. At least 30 characters.
Still missing in Step A
Step B · Decide
OBJECTIVEJUDGEDCOREabout 9 min
FIND IT· Route 2 → Task 2 → your own plan in Step A (quoted below), the numbers today in the situation above, and the decision rules in Materi B5. Answer in the fields below.
Analyse in the app. Write your result in the answer area below.
Draws on
Your plan from Step A · what your decision rests on
You have not set any item to Now or After data yet. That is fine: nothing here is blocked, and this box fills in when you do.
Your decision under time pressure
The brief asks you to decide under time pressure and with an incomplete data situation. Choose one. All three can be chosen; what counts is your reason.
0 / 30 characters
One or two sentences: the rule of Materi B5 your decision rests on, and how it fits your plan in Step A (or why it does not). At least 30 characters.
0 / 30 characters
One figure about customers (not your own output), the month it can first be read, and what you do if it falls short. At least 30 characters.
Still missing in Step B
Go deeper · optional
Four blocks that each practise one part of the plan: the principles of the vision, the definition of central interaction points, the KPI system, and roll out, keep testing or stop. They are folded: nothing in Step A or Step B needs them, and they are not counted in the progress ring or the missing list. Open one any time.
OPTIONALBlock 3.1 · The target vision of a real-time retention system5 min
Names the principles behind a real-time retention system; Step A asks for your vision without them.
OPTIONALBlock 3.2 · Definition of central interaction points8 min
Sorts eight interaction points into select now, data first or not now; Step A prints the figures it needs itself.
OPTIONALBlock 3.3 · A KPI and optimisation system10 min
Rates KPI candidates on four tests; Step B prints the customer figures it uses, so the decision does not need the ratings.
OPTIONALBlock 3.4 · Automation and personalisation measures, tested: roll out, keep testing or stop8 min
Decides roll out, keep testing or stop for six test results; Step B asks only when you would stop.