300 customer service representatives who provide key customer support functions to external customers of a chemical manufacturing organization needed to migrate to an updated technology with robust capabilities for modern customer relationship management (CRM)
A program of 5 agile delivery teams evolved from reactive feature delivery to viewing the business capabilities enabled by the program as internal products
A pattern began to emerge where user stories in product backlogs read like tasks that were part of a larger implementation plan (for example: configure page layout, create API, etc.)
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