Digital Experience Platform Strategy

Time to rethink your customer interaction strategy

Today’s consumer regularly uses at least four connected devices; most use several devices simply to order a product or service. The digital purchase process has evolved from a linear flow to a process involving multiple channels, devices and platforms. Yet customers expect to receive the same personalized, tailored experience no matter which channel (web, mobile, social, etc.) they are engaging through. The pandemic has only accelerated this shift, since we are all forced to leverage digital channels more than ever before. As a result, organizations must immediately rethink their customer interaction strategies to meet these evolving expectations.

Provide a consistent, omni-channel customer experience

Want to develop an integrated ecosystem that delivers the consistent, connected, personalized, and continuous experiences your customers expect?Our Digital Experience Platform Strategy Kickstart identifies and defines the key business drivers, target users, interactions and engagement channels necessary to identify and select a digital experience platform that will help you deliver great connected experiences across all your engagement channels.The engagement provides a strategy, recommendations, and a prioritized roadmap and timeline to guide current and new initiatives to improve your organization’s Digital Experience Platform capabilities and dramatically enhance your customer experience.

Our 3-week kickstart will get you there by:

Identifying gaps in your existing digital experience platform capabilities.

Recommending process and technology integration improvements.

Guiding the development of your Digital Experience Platform Strategy.

Facilitating organizational transformation to meet evolving customer expectations.

Enabling amazing, consistent customer experiences, interactions and journeys.

Generating valuable insights via a 360-degree view of customer engagements.

Our Approach

Our Approach

Our Process

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Direction Setting & Requirements Definition

We start by meeting with key stakeholders to develop a thorough understanding of your business drivers, target users, overarching vision, and critical requirements that will guide the direction of the Digital Experience Platform Strategy. Facilitated ideation sessions affirm and prioritize these finding, along with customer interactions and engagement methods.

Key Objectives:

  • Define business drivers (quantitative, qualitative)
  • Identify target users (personas, flows)
  • Strategize user interactions (modalities, patterns)
  • Identify engagement methods (channels, devices, platforms)

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Opportunity Confirmation, Readiness & Evaluation

Collaborative visual processes and tools facilitate our functionality analysis, ideation, and concept generation sessions. These sessions focus on understanding existing user interaction patterns and engagement channels. Facilitation with key stakeholders identifies, groups and prioritizes the use cases, requirements, and scenarios for evaluating Digital Experience Platform solutions. Additionally, we assess the current technology landscape and platforms to identify potential gaps for supporting the delivery of seamless connected customer experiences.

Key Objectives:

  • Facilitate ideation sessions
  • Define and prioritize use cases and scenarios
  • Evaluate existing technology platforms
  • Explore Digital Experience Platform solution options

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Recommendations & Next Steps

We deliver recommendations and prioritized roadmap that guide current and new digital initiatives and efforts needed to improve the organizations Digital Experience Platform capabilities and ultimately enhance customer experiences.

What You’ll Get:

Upon completion of this Kickstart you’ll take away the following Digital Experience Platform Strategy artifacts:


Drivers & Opportunities

  • Organizational Business Drivers
  • Customer Needs, Market Opportunities
  • Current-State Technology Assessment

Executive Readout

  • Summary of Findings
  • Implementation Cost Estimates
  • Next-Step Recommendations
  • Timeline & Action Plan

Solutions Assessment & Roadmap

  • Vendor Evaluations & Scorecard
  • Prioritized, Phased Implementation Roadmap

Functional Requirements

  • Use Cases, User Journeys
  • Technical Considerations
  • Prioritized Solution Requirements

Ideation & Concept Generation

  • Business-Value Ranking
  • Use Case & Scenario Matrix