When you receive the mission to design your digital transformation & new customer experience, whatever it is a new challenge or your daily routine, you most probably already have tons of ideas and ambitions, fed by market trends, new technologies, management requirements, success stories, group strategy, … but is this enough to start to build your new vision?
The big trend nowadays is to say that a Digital Strategy is no longer needed, that digital should be embedded in all strategies, it is mainstream, part of a global approach and that stand-alone digital strategies are no longer needed... that Digital strategy *IS* your Business strategy. But can you really do without one today?
A solid benchmark is still one of the best tool to update your team not only on your brand positioning but also on its market maturity. And if you want to stay tuned to your customers, this is also a great opportunity to explore, analyse and evaluate all different products, services and touch points they are confronted to anytime a new life event triggers a specific need that your company could potentially satisfy.
Customer centricity counts as one of the key challenges in today’s competitive world, but how can we make that concept more tangible? Simplicity can provide a reliable compass to help companies to develop customer-oriented experiences. This article will introduce you to the definition of simplicity and how it can contribute to close the gap between your company and its customers.
You were just promoted with customer journey? Or somehow, the topic has become your new challenge? Congratulations! And welcome in this fascinating adventure where you will find the best opportunities to get a stronger knowledge of your organization and of the many ways customers aspire to interact with it.
WDo you love analysing customer journeys of Europe's largest brands? Sense how these are lived, felt, experienced from a customer's perspective? Analyse how these meet the brands' business objectives, not only in terms of satisfaction but also acquisition & value creation? Challenge them with how other players in the same industry or elsewhere do?
After having been at the heart of transformations initiated by Digital the last 10 years, I tried to look back and find patterns – looked at what went well, what didn’t, and why.
After analysing carefully – it seems that indeed there are some patterns out there, similarities between companies/industries that managed to transform successfully their business, mainly because of Digital.
Programmatic is definitely a hot topic. There is not one day that passes where we do not discuss the challenges and opportunities of programmatic with Belly & Brain clients. A lot of time is spent discussing technologies that exist, partners that can support to deploy, processes to put in place to manage, and skills to develop to optimise. However still too little time is spent discussing the real possibilities of programmatic from a customer perspective.
When Laurent and I created Belly & Brain, we had cumulated an experience of almost 30 years in Digital; Laurent as a consultant who had designed digital strategies and experiences for various industries and I as responsible for Digital in different organisations.