CONSULTING

Whatever your digital maturity, we help you take the next step Our consulting services deliver insights and solutions carefully tailored to your organization, your technical capabilities and your customers’ needs. We bring new perspectives to understanding and shaping customer journeys and work with you define the ideal role of digital in the channel mix.

Methodology

Our 4-step framework is designed to cover the full spectrum of digital transformation while being adaptable to unique business and customer needs. The modules work seamlessly together to design, plan and implement digitalization initiatives but can also be applied independently depending on the challenge at hand or the digital maturity of your business.

How we can help you?

1
1

Channel Strategy Creation

Channel Strategy Creation

3 - 4 weeks (excluding optional market research)
We define channel goals and work with client teams to develop appropriate KPIs as a basis for creating a channel role matrix based on top priority customer journeys. If necessary we also make suggestions to fine tuning organization to support implementation
What does a business need to think about readjusting its channel strategy?
How do we approach channel strategy assignments?
  • Stakeholder interviews

  • Analysis of internal channel data and conversion kpis

  • Market research in order to develop personas based on digital affinity for customer base mapping

  • As-is and to-be mapping of key omnichannel acquisition and service journeys (target picture development)

  • Channel role matrix creation

  • Short list of potential initiatives aimed at facilitating a transition towards the defined channel roles

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2

Digital Strategy Creation

Digital Strategy Creation

Approx. 6-7 weeks
Based on the channel roles defined in the channel strategy we develop a target picture for the digital channel which is broken down into tangible steps on the road to implementation. We propose process and platform adjustments along clearly defined channel kpis, including recommendations for introduction of new capabilities where necessary. We also cover enablers such as organizational, compliance or legal aspects.
When does a business need to consider developing a new digital strategy?
How do we approach digital strategy assignments?
  • As-is mapping of current digital operation as well as running and scheduled projects

  • Competitor analysis, competitive landscape mapping

  • Internal interviews with key stakeholders, joint definition of key commercial targets

  • Overall business benefits and objectives of digitalization not clearly defined and communicated within the organization

  • Interactive workshop designed to co-create the digital target picture

  • Definition of key focus areas and KPIs

  • Impact modeling and cost-benefit ranking of potential initiatives

  • Identification of key technology, compliance, legal and organizational enablers

  • Development of 3-6-12 months implementation roadmap including mapping of stream owners and KPI assignment

  • Development of recommended implementation governance

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3

Design Sprint for Prototyping

Design Sprint for Prototyping

Approx. 2-3 weeks (incl. preparatory stakeholder alignment and follow up material development)
Finding the best digital capability is a function of what works best for your customers and what you can consistently make work as a business. We strongly believe in prototyping as a means of accelerating initiative development for critical focus areas. We work with variations of the Google Design sprint methodology to guide teams from idea to customer validated prototype in 4 to 5 days.
When is prototyping right for your business?
How do we approach design sprints?
  • Preparatory stakeholder interviews to define deliverables and commercial targets

  • Design sprint: we work with client teams to define, design, develop and test working prototypes based on the Google Design Sprint methodology. Main elements remain the same but we do make minor adjustments to optimize for available time and client resources.

    • Target picture development based on business goal
    • Topic deep dive with best practice sharing
    • Idea generation filtering
    • Storyboarding
    • Prototype creation
    • Customer testing
    • Summary and next steps decision support

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4

Tender Process Support

Tender Process Support

Approx. 2-3 months
If the targets are clear and the necessary capability developments have been identified, whatever is not developed in-house will be supplied by an external vendor. For new (large scale) technologies and platforms this typically means conducting a tender process, even if existing technology partners are welcome to submit proposals. We support clients end to end during the tendering process, utilizing extensive client side commercial experience in tenders on a host of solutions (app developers, digital agencies, forum solutions, chat & messaging solutions, knowledge management systems, marketing automation tools, A/B testing platforms, etc). We work with businesses to ensure you select the best possible, commercially viable solutions.
When does your team need support in running a tender process?
How do we approach tender support?
  • Assess stakeholder and expert requirements from across the business

  • Competitive landscape creation and long list proposal

  • Tender document functional requirements creation and submission for validation, multiple iteration rounds

  • Impact modeling for commercial assessment

  • Development of evaluation matrix covering all features listed in the RfP document

  • Backlog management

  • Assessment of submitted materials, shortlist recommendation

  • Organization of presentations for shortlisted vendors

  • Pilot selection and project management (optional)

  • Recommendation regarding best submission, creation of decision support materials