A well-developed digital strategy helps you create great experiences.
Digital strategy facilitates sorting through options, discovering where to start, and aligning your leadership team with modern digital enablement.
Ideally, your digital strategy will include:
- Insights that generate clarity for what users need and why
- Capabilities that further create integration to the business, either enhancing what you are currently doing or adding new ways to engage with your audience
- Technologies that maximize interactions between brands and target audiences.
Such a modern, carefully planned digital strategy allows you to improve your users’ experience. They are already using digital tools, and they are always looking for better ones. Your digital strategy allows you to meet them where they are.
If you fail to craft a digital strategy that implements a digital mindset, processes and solutions within your organization, you will away further from your customers as their expectations go one way and your capabilities go another.
Instead, keep your company and customers on the same path by developing a digital strategy that informs them, gives them better ways to dialogue with you, and instills a sense of empathy and control over their interactions.
Our Digital Experience Design team analyzes each interaction along the employee and customer journey to ask:
Does It Need Repair?
You need to repair experiences that simply don’t work. Repair is an acceptable part of your digital strategy because if things don’t work, you will lose users. Repair lets them know you are listening and addressing their problems.
Can It Be Optimized?
Solutions that require more work than simple repair but result in a better way of doing things are optimized. Optimization results in a better way of doing an old task.
Is It Time to Innovate?
Innovative solutions are differentiators. They create a space that didn’t exist before and lead the way to Digital Modernization—using digital tools to deliver unexpected experiences.
Our Advantage: Experiential Enablement
We pride ourselves on experiential enablement, helping your organization embed digital solutions and thinking into its everyday thinking, not just turning over digital solutions and a playbook. One way we do this is by applying quantitative desirability, feasibility and viability measures throughout our process:
- Desirability: Do our research and insights show users want the digital solution we are proposing?
- Feasibility: Can the organization deliver the solution while achieving cost savings or avoiding additional costs?
- Viability: Does the solution add value by driving performance indicators, operational efficiencies and workforce investments?
When employees begin applying this framework to every decision, they gain a more holistic look across the business so they can direct digital resources toward enabling the most important customer experiences.
Digital transformation doesn’t happen in a vacuum.
That’s why we combine business and technology expertise in the search for answers to your challenges. Together with you, we create custom solutions based on your needs, industry, and desired outcome.
Digital Strategy, Customer Experiences and Business Agility
Customers need different things from you throughout their journey. Digital strategy gives you the agility to play different roles, or take on different experience archetypes, at key strategic points.
For example, think of a customer filing an auto insurance claim. When they log on to the company’s website, they expect the company to identify them easily and safeguard their information. At this moment, the company plays the role of protector.
As the customer files their claim, they expect empathy—they have experienced a loss, and they want the company to demonstrate empathy. The insurer must be a caregiver. When the company surprises the customer, say by connecting them seamlessly to the repair shop, they almost become a magician.
Finally, when the claim is settled, the vehicle is repaired, and the customer is back on the road, the company is the hero. At each step, digital technology plays different parts in creating the customer experience, building brand loyalty and profitability. Digital strategy allows you to map these points and identify the best solution at every interaction, touchpoint and moment.
Experiences don’t happen by accident. They are either intelligently designed or not.
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“Centric has been a pleasure to do business with. I continue to be impressed with the level of talent the Centric leadership team has brought to the project. Their ‘client first’ approach has brought a freshness to the experience which can be seen in every person on the team.”