Before
jumping in with fixes, companies must determine the best opportunities
To find improvement opportunities that will have the biggest impact on the customer experience and business metrics, companies need to start their digital improvement projects by analyzing web and app analytics, operational data, and multiple forms of customer research.
To find improvement opportunities that will have the biggest impact on the customer experience and business metrics, companies need to start their digital improvement projects by analyzing web and app analytics, operational data, and multiple forms of customer research.
Great
digital experiences don’t happen By accident - They must Be actively designed
Firms need to take a rigorous approach to digital improvement projects. This
means learning -- and then sticking to -- a user-centered design process that includes research, analysis, ideation, prototyping, and testing. Digital teams that need help in this area can tap into a variety of external research and design agencies.
Firms need to take a rigorous approach to digital improvement projects. This
means learning -- and then sticking to -- a user-centered design process that includes research, analysis, ideation, prototyping, and testing. Digital teams that need help in this area can tap into a variety of external research and design agencies.
Digital
experience improvement projects must support established Business objectives
To maximize digital budgets and ensure ongoing funding, companies need to deliver web, mobile, and tablet touch-points that align with core brand attributes and support business objectives such as cost savings, revenue generation, and loyalty building. Key to this work: creating a unified customer experience.
To maximize digital budgets and ensure ongoing funding, companies need to deliver web, mobile, and tablet touch-points that align with core brand attributes and support business objectives such as cost savings, revenue generation, and loyalty building. Key to this work: creating a unified customer experience.
