UX Strategy and transforming the digital customer experience

I’m delighted to announce the launch of a new section of our website called User Experience Strategy.

It is a business requirement which our global clients are finding themselves increasingly exposed to as they look to move beyond optimisation to creating unified digital customer experiences, which protect and build financial performance and brand value.

With the incredible adoption and growth rates of digital for consumers and the proliferation of digital device touch-points and interactions, more and more brand value is being eroded through poorly conceived, executed and integrated digital propositions.

It’s this lack of strategy, vision and planning which is creating “accidental customer experiences” – experiences that seem to happen to the customer without a clear view of what the user wants and the emotional response brands are trying to create for their customers.

When we talk about UX strategy we essentially mean creating a plan for aligning all your customer interactions and touch-points with your vision for the user experience for a targeted and measureable commercial yield – “customer experience on purpose”.

Over the past two years, we’ve developed an experience strategy planning framework and toolset which we’ve deployed with global financial services, retailers, energy, and media companies. We’ve helped these organisations to build the insights, principles, vision and roadmap for transforming their digital customer experience and create focus and prioritisation in an environment of increasing complexity and finite resources.

Let me know what you think, I’d love to hear about your thoughts and experiences.

Visit the UX Strategy section to find out more.

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