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Digital Balance ran a series of workshops to understand and define the CX strategy and subsequent roadmap.
From the outputs of the workshops, we put together a strategy, recommendations and roadmap with prioritised features and dependencies.
The Process
A 3-year program with features and technology recommended seek to maximise capability of current platforms, whilst assisting Synergy to know their customer, deliver more data-driven decisions and personalised experiences to customers.
Set the up the team with processes, frameworks and knowledge to be able to run experimentation and personalisation programs ongoing.
Setting solid foundations is key when becoming data driven, whether the business is at the beginning of the journey or working towards a personalised 1:1 experience. We assessed Synergy’s maturity across 4 key pillars: Strategy, Process, People, and Data & Technology.
The final roadmap is in three stages reflecting the growth year on year from foundational work through to innovation and a mature program. Each stage delivers value to the business, whilst building on prior work to enable the long-term view of a frictionless and personalised experiences for all customers.
Three-year Roadmap
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