Customer-centric digitization
From customer experience development to an actionable plan with prioritized requirements and releases
Efficient, proven approach
We look back on many years of experience in combining marketing with IT concepts and enterprise architecture models. Based on this, we have developed an effective 4-step approach for digital platforms and unique customer experiences.
Customer journey and roadmap
Customer first – in this sense we create a clear orientation and recommendation for the future customer experience. We provide a meaningful vision for a 3-year planning horizon and a comprehensive list of innovative ideas on how to improve customer interactions on- and offline for more growth.
We structure your target experience and illustrate it as a “big picture” strategy on a poster
We generate powerful ideas for your customer interactions – typically between 100 and 200 actionable ideas.
Roadmap
We evaluate and cluster all ideas and prioritize them along an actionable 3-year roadmap.
Performance measurement and optimization
Measure the customer value chain. Along the customer journey, we analyze current performance from awareness to loyalty. We also identify optimization potential and uncover gaps – from which we derive relevant KPIs for effective, continuous monitoring.
Performance
We measure current performance at all touchpoints with a focus on reach and conversion.
We show optimization potential along the customer funnel and identify gaps in measurement
We jointly define relevant KPIs for ongoing monitoring and control of the customer journey
Platform structure and user stories
Based on the clear vision of the future customer experience, we depict the digital platform as a structured map and derive clear requirements in the form of user stories – we evaluate these and estimate costs to enable meaningful implementation.
Platform structure
We structure and illustrate the future digital platform (epic map) for a clear implementation plan
We develop a comprehensive list of functional requirements, estimate and prioritize them
Releases
We group in meaningful clusters, enabling flexible implementation over time
Agile development and smart operation
In two-week sprints, we efficiently develop the platform in releases along the elaborated, clear user story backlog – after go-live with a version 1.0, we continuously enrich the platform with additional features or releases.
We work closely with you in two-week sprints – efficiently and effectively.
Operation
We ensure efficient platform operation and targeted, continuous development
Operation
We ensure efficient platform operation and targeted, continuous development