Developing an Experience Strategy that delivers the right content and tools at the right time at the right location to help your customer, member, patient, student, or employee meet their goals and make the decision to buy, stay and evangelize your brand.
Digital is crashing everything together
Developing a Digital Transformation Strategy that maps out quick wins and longer term advancements – then operationalizing it through process, organization design and process optimization.
What customers state is important when selecting a bank
80% online and mobile
35% branch locations
The Risk of Not Innovating
According to a 2017 PWC study, 80% of financial organizations believe their business is at risk to innovators. These emerging innovators are leading with customer experience and balancing the goals of the marketing organization with the initiatives of the technology team.
While many financial organizations are investing in CX initiatives and modern digital platforms, only 37% have any formal CX Plan according to a recent Digital Banking Report. Without a plan, it becomes difficult to align customer experiences and unnecessarily costly as the individual initiatives move from strategy into planning and implementation.
Sequencing Quick Wins with Longer-Term Evolution
Developing an Evolution Roadmap that activates quick wins and sequences longer term evolution – then helping develop a business case based on current state baseline and forecasted ROI gains.
Closing the experience gap with a Modern CMS
Selecting the right platform based on your business and customer needs – then implementing it across your digital ecosystem with best practices infused throughout.
“Dennis and Kristine were extremely helpful in aligning multiple stakeholders to a shared digital evolution plan. I appreciated the time they spent with me, my team, and all my stakeholders to truly understand our unique health system needs. My executives found their digital knowledge inspiring and trustworthy, and my team found their hands on mentoring approach rewarding. For me, they were able to significantly increase momentum in our digital evolution and make sure it started with our patient’s wants, needs and goals.”
Senior Director of Marketing and Digital Strategy, Regional Health System
Expanding personas by identifying customers wants, needs and goals throughout the customer lifecycle – then converting needs-based personas into dynamic personas by infusing with digital behavior patterns.
Right Content, Right Screen at the Right Time
Designing the customer’s desired journey from a dynamic persona, scenario lead, omni-channel approach- then comparing current customer journeys to desired customer journeys and identifying Quick Wins and Longer Term Evolution requirements.
Right-Size Your CMS
Content Management System (CMS) options that match your customer and business wants, needs and goals followed up with a CMS Recommendations Report.
Closing the content gap with created and curated content
Auditing current digital content evaluating effectiveness in supporting brand promise, value proposition, messaging hierarchy, segmentation, persona wants, needs and goals, and business goals – then completing a gap analysis that indicates best practice Quick Wins and longer-term personalization opportunities.