A digital customer journey solution offers superior customer experience, increases employee productivity, eliminates service inefficiencies and strengthens your brand. We help you realise digital’s potential through web, mobile and cloud technologies to drive digital marketing efforts. All of our digital transformation services are underpinned by:
- digital strategy that is customer journey driven and incorporates digital touchpoints;
- experience design balancing company value with customer, user or employee value; and
- experience engineering transforming your operations with emerging digital technologies.
Digital Marketing Strategy: Developing Journey-driven Priorities from the Outside-in
We put ourselves in the shoes of your customers, users, or employees – stakeholders within your business ecosystem. By mapping the stages of a customer journey, we help you gain insights into the customer buying behaviour, employee actions, or user motivations. This guides you to provide more relevant, personalised experiences and content across touchpoints. For example, we work with you to see things from when consumers first have a need to the actions they take to satisfy that need. Similarly in the health industry, we follow patients from the moment they first fall ill and follow their pathways to recovery. With industries having an element of field activity, we see how to improve and/or automate end-to-end processes to improve productivity, reduce costs and generate more revenue.
The impact of mapping the stages of a stakeholder journey is tremendous. Understanding the customer experience throughout the customer journey can improve marketing return on investment by 24% and shrink sales cycles by 16%. Providing a mobile app for sales teams can reduce data entry costs by as much as 75%, decrease order cancellations by 15% and increase revenue by 20%. Clinical trials using our medication compliance health tool can realise adherence rates of 97.5%. In conclusion, journey maps can guide how businesses can leverage digital to boost performance.
Experience Design: Developing Innovative Digital Touchpoints
To grow revenue and increase profits, you must design experiences that are in sync with your valuable customers’ expectations. Otherwise if you under-deliver on their expectations, you will lose those customers to competitors. Alternatively if you over-deliver, you risk driving up your cost structure. Therefore brands need to take a holistic approach to customer experience design.
Organizing your company’s capabilities and investment priorities with the customer journey is challenging. This requires an understanding of how you manage business processes around the entire journey and to design digital touchpoints accordingly. Most importantly, departments (and supporting system applications) need to work together to deliver superior customer experiences.
Take for example a retail customer journey when a customer first becomes aware of a brand’s product. He evaluates the product and available offers from other brands, makes a purchase and uses the product. Certainly the journey doesn’t end here as the customer’s post-sales experience may influence future purchases. The journey map for this scenario shows 37 digital touchpoints supported by ten different departments. Each touchpoint requires an average of 5.6 departments to be effective. For example in the Awareness stage, 31 coordinated inputs is required to support 7 touchpoints.
Together we will identify the relevant personas providing the largest impact to your business. By understanding their digital customer preferences, we will design the workflows and associated digital touchpoints giving you the biggest return whilst providing exceptional customer experiences.
Experience Engineering: Go-Live with state-of-the-art Digital Architectures
We offer best practice, meta-industry journey maps, resulting in flexible frontend web and mobile services, backend technology, data build, process and operations. Our tools and capabilities helps you accelerate the rollout of digital solutions, paving the way to transforming your customer experience platforms and realising an Agile product organisation.