Digital Roadmap
The Brief
Vision
A connected customer-centric ecosystem that allows for a 360 view of the customer across the user journey.
Connect & discover: Connecting data sources & technology will unlock insight.
Optimise: Omni-channel media optimisations & suppression strategies.
Identify & activate key audiences: Uncover the segments that add the most value to the business.
Gain efficiencies: Data quality, governance & scalable frameworks.
Deliverables
- Roadmap of customer experiences to be delivered short – long term prioritised by business value / ROI.
- Gap Analysis of current tools, processes and people
- Recommendations of project streams
- Data/technical considerations and/or implementation roadmap
- Thought leadership on process/Ways of Working (WoW) implementation and data accessibility across the organisation
The Process
- Define KPIs
- Understand business objectives
- Define ‘consumer experiences’ based on KPIs
- Develop foundational measurement plan
- Create scalable data implementation framework
- Develop technology roadmap
Focus Areas
- Overarching strategy
- CX/UX use cases
- Data
- Process
- People
- Technical activities
- Always-on capabilities
Timeline
- Phase 1: Fix the basics (Use what you have, listen & understand)
- Phase 2: Fill the gaps (optimise CX)
- Phase 3: Best in class (CX transformation)
