There’s no playbook, no magic set of rules to guarantee successful business transformation; all businesses are unique, and so are the situations they face. But we have many years of practical experience in guiding all kinds of organisation through complex challenges; we put all that experience into practical, actionable steps that are directly linked to the business outcomes our client is looking to achieve.
We help lead large-scale business transformation from front to back, neatly linking all the associated activity – from initial strategy, to determining how success will be measured (and what value will be created), to the work required to deliver it all.
Transformation is much more than digital strategy
In today’s business environment, the majority of transformations display a heavy bias towards digital initiatives – whether to transform the customer experience, deliver new products and services, or reduce costs.
However, although digital transactions are increasing exponentially, they’re still only one method people use to interact with services. When considering what the customer actually wants to achieve, it’s important to note that different channels are each suited to different kinds of objective, and customers often prefer to use non-digital channels according to their current need. Websites, social platforms, phone lines, post, bricks and mortar; all relevant channels should be considered, considering factors such as emotion, complexity and value.
One common issue we see within organisations is that the different channels are developed in isolation, leading to a lack of overarching vision around the overall customer experience (and consequently, an experience that is inconsistent and inefficient).
As part of our transformation consultancy, we work with clients to define an intentional experience – which helps to direct customers, resource and investment to the most effective channel, according to specific needs. This work also helps to prioritise what needs to happen and in what order to achieve the most desirable business outcomes.