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Our services encompass the complete organization advisory spectrum from strategy development and digital transformation maturity roadmaps, to governance articulation, business process re-engineering, CX-enhancements, AI value chain enhancements, digital marketing, e-commerce, and loyalty management.
Our services encompass the complete organization advisory spectrum from strategy development and digital transformation maturity roadmaps, to governance articulation, business process re-engineering, CX-enhancements, AI value chain enhancements, digital marketing, e-commerce, and loyalty management.
In addition, we also provide operational, hands-on support to reach prospective customers more effectively. Our support includes customer insight, digital marketing (SEO, SEM, SMM, CR optimization), proposition development, multichannel CRM, and platform architecture.
The following overview gives you an idea of the expertise that our teams bring:
360° situational review, including business portfolio assessment, strategic review, and international benchmarks.
Ecosystem analysis: used synergies between customer segments, experience journeys, across (governmental) platforms, products, and services.
Vision, mission, ambition articulation, governance operating models, service concept, product/service portfolio and innovation, stakeholder management, strategy deployment
Business planning process management, incl. 3Y business plan objectives articulation, programs development, functional resource planning, and operationalization.
Development of KRAs, Balanced Scorecard & KPIs, and leading process metrics.
Current state assessments, including:
Ecosystem review (e.g. channel and digital product review, customer segmentation, and life cycle assessment).
Digital Transformation Maturity Assessment from eight success perspectives.
Ecosystem or competitive benchmark.
Bottleneck and gap identification and root cause analysis.
Future state design, including:
Vision, mission, ambition.
Governance Operating model design as a foundation of Digital Transformation success.
Roadmap and implementation plans.
Design and implementation management of data governance operating frameworks, technology architecture, APIs, AI integration, data analytics, network, platforms unification, security, CDPs, and DXPs.
Design and implementation of organizational governance operating frameworks.
Governance instrument development, such as: RACI matrix, DoA policies, processes and procedures, process ownership, systems.
Compliance measurement systems design and operationalization.
Customer Centricity assessments and workshops.
Customer Lifecycle and Journey experience mapping.
Customer Journey effort score and satisfaction measurement.
Service Concept articulation, incl. identification of supplementary services, incl. service differentiators.
Service Positioning guide development.
Customer Centricity strategic roadmap articulation.
Customer touchpoint articulation (UX/UI) and implementation.
Customer interface process design.
Circle of contact design.
Customer segment service strategy articulation.
Customer interface design.
Alignment of customer touchpoints.
CRM system design.
Value chain analysis and assessment of actual business processes up to hierarchy level six.
(Re)-design of all six process level hierarchies, incl. concept, operational processes, and flow charts.
Establishment of standard operational procedures (SOPs), key performance indicators (KPIs), and service-level agreements (SLAs).
System and platform architecture design.
Brand positioning benchmarking and brand perceptual mapping.
Brand positioning guides development.
Brand (portfolio) strategy articulation.
House-style manual development.
Customer/brand touch point translation and implementation.
Market research, incl. consumer research, and competition benchmarks.
Internal and external assessment.
Segmentation and targeting.
Proposition development.
Customer-centric Product development.
Marketing strategy and mix-orchestration.
Identification and design of digital customer touchpoint interfaces.
User interface (UI) and user experience (UX), look & feel design, and copywriting incl. engagement scripts.
Search engine marketing (SEM).
Social media marketing (SMM).
Search engine optimization (SEO).
Buying process analysis.
Buying decision-making process design.
Funnel design and management strategy.
Customer touchpoint proposition presentation.
Conversion Rate (CR) management and optimization.
Database assessment and data insight analysis.
Consumer (satisfaction) evaluation.
Lifetime value (LTV) determination.
Loyalty concept design.
Retention strategy articulation.
Program implementation and management.
Market exploration and mapping.
Business situation assessment.
Risk/opportunity analysis.
Entry strategy development.
Program management.
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