How we help
DIGITAL experiences AND COMMERCE
Connect with your customers and deliver personalised, meaningful experiences.
Deliver modern digital experiences.
The case for personalised, meaningful customer experience is made. But how do we actually deliver these experiences, and how does technology help?
In today’s online world, audiences want the ability to interact online digitally with you, at every touchpoint. Their experience needs to be user friendly, simple, and deliver the best outcomes, every time.
To engage your customers or employees on this digital journey, the right information needs to be available, at the right time. To enable this and become more agile to keep pace with technology, many companies allow their customer, user or employee to become a ‘developer’ and interact in the way they want to.
While empowering, this approach can lead to an overwhelming number of overlapping and often disconnected apps and systems.
Continuous evolution is also key. Your consumer or customer-facing solutions need to stay ahead and accommodate ever-changing customer requirements, maximising interactions and engagement and finding opportunities to improve business value and experience. This calls for regular reviews, constant iteration and the ongoing introduction of new features and functionality to stay ahead and continue to deliver the best modern digital experience.
How we bring it to life
To achieve outstanding customer engagement, your strategy, brand, people, and technology must all align. Your first focus should always be on your customers, but it’s also important to choose the right technology and digital platforms that will deliver in the short term but also grow with you.
When selecting platforms, it’s important not to pre-judge any technology or platforms, as they are evolving rapidly. It’s key to assess the capabilities you need to deliver on your future customer journeys while also enabling your employees.
We help identify the right digital technologies and platforms to support your digital and customer experience strategy. As specialists in Microsoft Azure, Episerver, Sitecore, Kentico, Sana Commerce Cloud, Shopify and Power Platform, we work with you to select the right platform for your needs.
Transforming the way customers and your people approach and use your online offerings can be challenging. We will work with you through the customer journey mapping process, which will give you the ability to look at the journey and understand, with a fresh pair of eyes, what the customer is facing and trying to achieve.
Design seamless and engaging user experiences
Today your users want to engage with your brand digitally, but many organisations fail because they don’t deliver the experience their users want.
To deliver a seamless user experience across all digital touchpoints, the first step is putting your users at the heart of your design process. You need to get close to them, understand their needs and pains, design for them and test and evolve your experience with them.
Our experienced and passionate user experience design team are a group of empathetic UX, UI, creative and service designers who wake up in the morning wanting to solve complex design problems and deliver measurable outcomes for both your users and
Transformation enabled by digital experience platforms (DXPs)
Customers expect experiences that are personalised and consistent across all touchpoints. If organisations fail to deliver this they lose relevance, market share and revenue – sooner than later. To enable these consistent experiences, organisations are adopting digital experience platforms (DXPs).
Gartner defines a digital experience platform (DXP) as “an integrated set of core technologies that support the composition, management, delivery and optimisation of contextualised digital experiences.” Organisations use DXPs to build, deploy and continually improve websites, portals, mobile apps, and other digital experiences.
DXPs provide a central platform, typically running in the cloud and supported by multiple integrated technologies, enabling you to deliver a personalised experience across multiple touchpoints. With a DXP you can quickly and easily collect customer data, define personas and deliver unique content for your users across each channel.
Manage your engaging content effectively
Do you struggle to manage your content? Do you need to manage your content across multiple systems? Do you need your agency or IT team to help every time you need to make a website content change?
Adopting and leveraging the power of a content management system (CMS) will enable you to regain control of your content, enabling your marketing team to focus their energy, time, and budget on driving customer acquisition and retention.
Today there are many content management systems available, with some leading CMS platforms enabling you to deliver personalised content, at the right time, to a user to help move them to the next stage in the customer journey and increase conversion. As partners across market-leading solutions such as Episerver, Sitecore, Kentico and Umbraco, we will help you assess and select the right platform for your business.
Enabling the 'experience economy'
Deliver personalised content, at the right time, in the right channel. Today, delivering a personalised customer experience is no longer a nice-to-have. Personalisation is key to success.
To succeed at personalisation, your strategy, content, data, and technology all need to work together seamlessly. This requires more than just an investment in the latest digital marketing technology. Our digital consultants, including strategists, marketers, and platform architects, will guide you on the right path, not only setting your strategy but delivering the people, processes, and technology to succeed.
Our team delivers personalised experiences leveraging the Episerver, Sitecore and Kentico DXP platforms, and some of the latest AI-driven content and recommendation engines within the Episerver stack.
Transform your e-commerce experiences
E-commerce is a rapidly growing industry, with technology changing how we buy and interact with our favourite businesses and brands. It also presents a significant opportunity for businesses who are willing to invest in creating a holistic digital experience.
As shopping habits continue to evolve and technology develops to meet new expectations and demands, e-commerce platforms bring more benefits to businesses. For one, they allow a business to operate 24/7, enabling customers to compare items, prices, and reviews at any time, from any location.
When embarking on an e-commerce journey, you need to start out strong. This means taking the time to invest in strategy, processes and technology tools. No matter your sector or goals, it’s important to look at how to best offer a cohesive omnichannel experience, and ensure all resources and commitments are focused on the ultimate end goal: providing great products and great customer service.
Accelerating direct to consumer (D2C) e-commerce
There’s no denying that COVID-19 has changed how we shop and buy, both in the short term but also as we move forward from lockdowns and social distancing. With retail stores closed, consumers have embraced e-commerce and online sales have rocketed, resulting in D2C e-commerce becoming a necessity for many B2B organisations today.
Moving to a D2C model, however, can be challenging for many B2B organisations, and many have failed by rushing into the market and not understanding or planning for the required transformation across product, people, processes and technology.
So where do you start? What skills and capabilities do you need? What products and how should you sell online? How will you fulfil these orders? How will you take payments? How will you manage customer service and refunds? There’s a lot to think about.
Our team of e-commerce strategists, consultants and architects are passionate about helping guide and enable our customers to succeed on their e-commerce journeys, helping to recommend, define and shape the people, processes and technologies needed to deliver on their vision and objectives.