Over the last few years, the transition towards the all-digital customer has accelerated. Clients still struggle to digitize business operations, deliver connected customer experiences, and gather actionable insights across multi-channel journeys. To stay competitive, organizations need to speak to the customer through content and listen to the data collected throughout the customer’s journey.The trouble is, so many organizations looking to improve and integrate digital experiences remain hamstrung by disconnected legacy technology. A great customer experience takes more than implementing a myriad of technologies and delivering content to each customer-engagement channel (e.g., websites, mobile apps, email, social platforms, IoT devices, etc.). It also means connecting these channels to facilitate comfort and confidence via familiarity and consistency. To achieve this, organizations need an integrated ecosystem that nurtures users toward a desired outcome by delivering consistent, connected, and continuous experiences.Even those organizations that have implemented Salesforce platforms to enhance their sales, marketing and support capabilities often experience challenges when it comes to creating the personalized and tailored digital experiences customers expect. In recent years, Salesforce packed these platforms into a coordinated offering called Digital 360. But making Digital 360 work with legacy and 3rd party solutions also still presents a challenge. In addition, organizational and business process barriers to true digital transformation must be overcome.
In just three weeks, the Salesforce Digital 360 Accelerator identifies and defines the key business drivers, target users, interactions, and engagement channels that will guide the development of your Digital Experience Management Strategy via Salesforce.
The Salesforce Digital 360 Accelerator follows three key steps:
We work with your key stakeholders to identify and define the key business drivers for developing a Digital 360 Strategy. Facilitated sessions focus on validating and prioritizing the organization’s business objectives and defining your strategic direction, target users, customer interactions, and engagement methods.
Our visual and interactive processes and tools facilitate ideation, functionality-analysis, and concept-generation. These sessions focus on understanding existing user interactions and engagement channels. Through facilitation we enable key stakeholders to think beyond the current interactions and discuss ideas and identify use cases that directly impact the key business drivers. Next, we group and conceptualize the use cases to develop the requirements and scenarios for a Digital 360 solution. In addition, we review your existing technology landscape and platforms to identify any gaps that hamper the ability to deliver seamless, connected digital customer experiences.
We deliver recommendations and a prioritized roadmap that guide the digital initiatives and efforts needed to improve the organization’s Digital Experience Management and enhance customer experiences.
Upon completion of this Accelerator you’ll take away the following deliverables: