Business Value from IT
Delivering a consistent, engaging customer experience across multiple digital and physical touch points is now an expectation an organisation must fulfill, rather than a differentiator. It must be able to integrate all data and channels to do business and communicate with its customers. A connected experience that makes the customer journey seamless and simple to navigate will drive purchase and create loyalty – while any disconnect risks damaging the brand.
Delivering an effective omnichannel experience requires a reliable, flexible and scalable IT ecosystem that connects the steps and interaction points in the customer journey.
This must be built on an architecture that supports robust and efficient business processes, and which properly integrates all systems and solutions: back office, sales and marketing, e-commerce and store/POS.
Alongside getting all channels to work together, this ecosystem should have the capability to capture and pull together data from disparate sources to deliver a ‘single source of truth’ on a customer’s behaviour, preferences and brand perception. This can be fed back into the omnichannel strategy to optimise and personalise the customer experience, drive more profitable interactions and inform decisions about IT.
Our service to help clients to offer suitable Customer Experience/Omnichannel/Digital solutions comprises:
The starting points for client engagements can vary greatly. It is therefore impossible to prescribe one approach. We would always suggest that a careful upfront analysis will be needed to determine the best approach. A successful approach is likely to include a combination of the following: