Consulting & strategy
Shape Digital Customer Experiences
New capabilities. New opportunities.
Across industries and geographies, enterprises are recognizing the competitive advantage of superior customer experience and the value that resides not only in what a company delivers for its customers, but also in how it delivers its offerings. Where brands once could differentiate themselves by product or efficiency, success today increasingly lies in creating a memorable, omnichannel customer experience. The focus on customer experience is also driving the need for digital transformation and is underlining the power of digital transformation in creating exceptional experiences.
But only about 30% of digital transformation efforts are successful, mostly because going digital is a complex process with many internal and external elements. Brands need the right skills for digital transformation. They must stay on top of the latest, most significant technology while keeping pace with customer insights.
Enterprises need to understand what transformation entails, avoid the pitfalls and carefully consider each facet of digital transformation. Thankfully, Kilowott can help brands unravel this complex construct of activities, structures, capabilities, skills and competencies that have to be aligned and coordinated to reach specified objectives. From the many transformations we have initiated, planned and executed, clear patterns for success have emerged, enabling us to help brands reach their digital transformation goals.
Customer journeys consist of a progression of touchpoints that together add up to the experience customers get when they interact with companies. Seeing the world as their customers do helps brands better align with customer needs.
- Customer Journey Mapping
- Roadmap Ideation and Modelling with Use Cases
Designing the customer experience requires re-shaping interactions into different sequences and entails digitizing processes, reorienting internal cultures, and nimbly refining new approaches.
- Customer Experience Process Assessment and Surveys
- Brand Positioning and Go-to-Market
The ngX Framework
Based on our deep design and technical experience across industries we’ve developed a proprietary digital framework, the ngX framework, which is leveraged across all our projects.
The ngX framework consists of the following steps:
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We create lasting impacts and change perceptions by taking brands on a power-packed journey from where they are to where they need to be.