Reimagining Customer Experience through Business Agility

Performance Foodservice (PFS), a division of Performance Food Group, is one of the largest foodservice distributors in the U.S. Like many organizations of their tenure, they excel at in-person customer experience but have struggled with a digital experience that matches the relationships that their account managers have built. With changing digital needs and the ever-evolving customer, they struggled to keep up. Internally, Business and IT were unaligned, much of the decisions made were reactionary and they had no avenue for innovation. Through our discovery efforts, we were able to pin-point areas for improvement and identify opportunities for enhanced digital capabilities and business agility. We were able to define Portfolio, Solution and Agile Teams, create customer-centric value streams, define opportunities within their customer journeys and prioritize a pilot: a reimagined customer experience on Sitecore.