One of the greatest organizations’ challenges, in an increasingly digital and connected world, is to provide simple and intuitive ways to access information, use and buy services, through unique and tailored experiences. For many organizations, this challenge is a big step, as it means reinventing their own business, with a customer perspective, new teams and new tools.
Digitalizing the Customer Experience
Customers are increasingly digital and expect more information, more personalization, more services, simpler, more intuitive and consistent experiences across all digital channels (apps, websites, sms, messaging, chatbots, social networks…). The digitalization of the experience, starts with the customer’s journey mapping, identifying the pain-points, redesigning processes and defining technical requirements for new digital solutions and the impact on the processes and the teams.
Processes digitalization begins by identifying the processes with the greatest potential for improving customer service (time, simplicity, etc.), or operational and cost efficiencies. For these processes, the current flow is surveyed, and the new process is defined, as well as the implications in terms of systems, other processes and teams. Detailed solution requirements are defined with internal teams or the launch of a market consultation, and if needed, support with project management (PMO).
New Business Models
We start to identify the business opportunity, evaluate its economic and technical feasibility and test the concept in the market to support the business decision. In a second phase, the product is designed and the solution technical requirements are defined. Finally, we define the product marking plan, pricing strategy, distribution/sales channels and communication actions.
It is not always easy to innovate in an organization. Traditional sectors and larger companies may have difficulty to generate the innovation necessary for the “regeneration” of the business. Creating external innovation ecosystems through partnerships with universities, business incubators or internal teams through the launch of innovation programs and challenges within the organization.