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