C20 · PRACTICE GUIDE
Data & Technology
Build a reliable information foundation before automating decisions.
Technology should reduce friction in customer work and make evidence accessible. Begin with the decisions and workflows, then identify authoritative sources, identifiers, access controls and data quality requirements. Reuse existing systems where they already own the capability.
Put it into practice
Map the customer, contract, use case, outcome, plan and event records. Define stable identifiers and system ownership.
Document integration contracts, freshness requirements and visibility rules. Keep public knowledge separate from customer and owner-only information.
Automate a bounded workflow and monitor failures. Provide a manual recovery path and traceability.
What good evidence looks like
A data dictionary, source-of-truth map, access rules and an observable integration.
WATCH FOR
A common failure mode
Buying a platform before defining the workflow, or creating another disconnected customer record.
What to measure
Data freshness, integration reliability and time saved in a defined workflow.
Practice guidance · Framework v1.0 · Published September 2026. Adapt the method to your business model, customer segment and decision authority.