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.
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
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.
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.
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.
We decided to place a special focus on implementation support after seeing many instances where digital failed to deliver the desired impact because something went awry during the supposedly straightforward implementation phase. Making digital work requires a unique combination of commercial, technical and cultural aspects which are not always a given, especially in businesses that are not pure digital from the outset. We guide clients in the implementation and go to market phases of digital projects with an emphasis on training in-house teams to be able to execute follow up projects independently.
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