Digital Change and Transformation
Applying digital technologies to achieve your customer experience ambitions.
We see digital transformation in broad but simple terms: how can you use digital technologies – of all kinds – to improve the way you support customers and enable them to access services more easily to get the outcomes that they want?
Our consulting services help our clients to understand the potential of digital to improve journeys and outcomes for customers. Our change and transformation services then help clients establish the capabilities to leverage digital technology to improve journeys.
We work with and across the full range of technologies and access points that customers and staff need to ensure the experience is personal and optimised. Our recent digital-led change programmes include:
- Improving knowledge content to increase self-service for customers and for the teams who support them
- Creating intuitive, natural language-based interfaces that make it easier for customers to access the services they need
- Automating business process steps to lower cost and make processes easier for staff and customers
- Creating better user experiences where customers and staff can more easily access the information they need to get the outcomes they want
- Procuring the right technology solutions, from the right partners, to help build the capabilities that underpin the target journeys that will deliver better outcomes for them and their customers.
We are wholly independent of technology vendors, but have the deep domain expertise to help our clients make the right calls when seeking to improve their digital capability.
Our approach to executing digital change or transformation effectively is to drive it from the customer journey, business process or insight perspective.
Depending on your goal or culture, we can follow a traditional change approach or embed new, agile ways of working that can help the organisation move faster and in new directions.
Because we are customer engagement specialists, we focus digital change or transformation on delivering better outcomes for your customers
We are vendor agnostic, but with a deep understanding of the full range of digital technologies and channels
We draw on examples and ideas from our cross-sector experience to create digital experiences that work
Our flexible approach enables us to embed ourselves swiftly in a client’s environment to deliver the right outcomes