Employees and customers are starting to demand new ways of interacting which can only be achieved through digital processes and technology.
Most companies still have a long way to go on their Digital journey; often making the same mistakes, and learning the same lessons, painfully.
It is not only about mobile apps, bolting on an e-commerce platform or social media driven marketing; Digital creates the opportunity to build new personalised joined up experiences for Customers, Partners and critically, Employees, changing the way your business is run.
So what is the key to shaping Digital initiatives to drive these experiences for your customers, partners and employees?
An innovative organisation offering multiple services to many customers across many sectors had invested in individual apps, but wasn’t reaping the rewards expected. Differentis carried out a short Digital Readiness Assessment and discovered initiative duplication, lack of coordination and missed opportunities across the company.
Drawing upon experience gained from over 150 other companies on the Digital Transformation Journey, the Differentis team defined key controls, then built a set ofCustomer Experience Journeys.
This helped the organisation understand how customers and staff engage with propositions and where Digital can make a difference.
The outcome: a joined up focus on change based around the Customer. All in a matter of months.