Building the foundation for successful digital transformation
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Transcript of Building the foundation for successful digital transformation
Consumers who shop both instoreand online spend 50 percentmore in a year than those who buy in bricks and mortar boutiques alone.
ContactLab and Exane BNP Paribas Report
Strategy, not Technology,drives DigitalTransformation
Digital Transformation is more than just digital;; It is about remodelling businesses to be agile, innovative, and customer-centric at their core.
BRANDED CUSTOMER EXPERIENCE DESIGN
DIGITAL
STORYTELLINGMUSIC
EXPERIENCES
PERSONAL SERVICE
CONVENIENCE
DESIGN A BRANDED CUSTOMER EXPERIENCE
DESIGN A BRANDED CUSTOMER EXPERIENCE
DESIGN A BRANDED CUSTOMER EXPERIENCE
https://www.youtube.com/watch?v=LRiZMVEIhas
TAKE-‐AWAYS
• KNOW YOUR BRAND AND TELL YOUR STORY
• KNOW YOUR CUSTOMERS AND BUILD YOUR CUSTOMER EXPERIENCE VISION
• SET-‐UP THE ORGANISATION FOR DIGITAL TRANSFORMATION
• MAP YOUR JORNEYS AND SIZE THE OPPORTUNITIES• START SMALL AND ADOPT A TEST AND LEARN MINDSET
• THINK MOBILE FIRST
• CREATE FANS BY FOCUSING ON EXPERIENCES THAT BUILD EMOTIONAL CONNECTIONS
• STAY AHEAD AND BE BOLD
TAKE-‐AWAYS
Francesca DanziManaging Founder and [email protected]@danziconsulting
Danziconsulting.com
BRANDING Brand DNA definition and articulation
MULTI-‐CHANNEL EXPERIENCE DESIGN Customer Experience Strategy Journey mapping and experience design across physical, digital and social channels
DIGITAL TRANSFORMATION Organisation alignment, driving customer-‐centric mindset, business change management, technology adoption and embedding multi-‐channel behaviours
CLIENTELING AND PERSONALISATIONCustomer retention and development strategyService PersonalisationSales and Service Training
