Digital customer experience strategy

Designing an experience roadmap for the digital customer

Crafting meaningful customer experiences across channels

For businesses to succeed in the digital era, it’s imperative to be present and relevant where the customer is. Depending on the obstacles faced and the stage of the business lifecycle, HGS offers omnichannel solutions that complement growth initiatives in the areas of marketing, advertising, and brand management.

We help create a digital customer experience (DCX) strategy to deliver meaningful experiences online and help your business thrive in the digital economy. We have a team of 500+ experts to support client engagements, supported by domain experts, who provide industry-specific insights into the customer lifecycle so that experiences can be tailored to what customers want.

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Winning at the strategy game

At HGS, we design a digital roadmap based on challenges, requirements, and industry best practices to create a future-proof digital experience plan.

Omnichannel strategy

For customers using multiple channels of communication, we provide omnichannel strategies across websites, apps, chatbots, contact centers, and CMS platforms to provide a great CX.

Customer centricity

Strategy is customer-centric and driven by persona identification and customer journey mapping. An analysis of what the customers are thinking, feeling, and doing at each interaction stage provides the baseline.

Technology partnership

The right platform enables a smooth transformation. From selecting enterprise CMS platforms, to chatbot technologies and mobile tools, we help find an IT partner that is custom-fit for solving specific business problems.

Roadmap creation

To craft a digital CX that is relevant and futuristic, we create roadmaps that include industry best practices, domain expertise, priorities mapping, plan of action, execution support, and change management measures.

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Personas and journey maps at the heart of experiences

Most marketers know the challenges in creating a brand presence that addresses multiple target profiles. Understanding customers’ needs and mapping their journeys gives us insights into their pain points and helps in providing customized solutions. A good DCX strategy has the ability to identify personas across the stages of a customer lifecycle and provide exemplary service to all of them. This personalization of content helps in customer engagement, retention, and loyalty. A typical engagement of this nature includes:

  • Customer journey mapping and marketing funnel assessment
  • Review and verification of personas based on data and research
  • Persona and journey assessment and strategy
  • New personas and journeys as the foundation of DCX strategy

Phases in creating a DCX strategy

  • The exercise begins with conducting strategy workshops with key stakeholders within the organization
  • Key issues and pain points are identified and aggregated with the help of the stakeholders
  • Experts identify the problem areas with scope for improvement and measurable metrics for success
  • Insights on best practices and case studies in the creation of the strategy are shared with the team
  • A roadmap is created. including a feasibility study, technology requirements, priority setting, and tools needed
  • An execution plan is drawn up and approved by all relevant stakeholders
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A workshop to unveil customer needs

An onsite discovery workshop can provide you with a strong understanding of your current state and an approach to get to the next stage. The workshop includes the following activities:

  • Understand business and marketing challenges and goals
  • Look at industry best practices and latest trends
  • Understand current customer experiences vs. desired outcomes
  • Plot organizational capabilities across digital transformation maturity map
  • Create a high-level strategy approach for next stage of maturity
  • Identify next steps and create engagement plan

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Looking to decode your customer requirements?

This workshop will help identify the different personas for your business services and map your customer journey to serve them better.

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Which CMS tool suits your requirements?

This workshop focuses on defining requirements and selecting the right content management system for omnichannel publishing.

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DCX-related services

HGS Digital provides end-to-end DCX support.

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