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Mob: +47 463 83 473

Consulting & Strategy

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.

Only 30% of digital transformation efforts are successful

Observe

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
 

Shape

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
 

Design

To ensure your brand is competitive within the market and able to connect with its customers in a meaningful way, we begin by understanding meaningful customer insights that form the foundation of your brand’s purpose and identity.

  • Brand Identity Development

Perform

Rewiring a company to provide leading customer experiences is a long journey.

  • Concept Design and Visualization
  • Prototyping and Mock-ups

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:

Assess

Assess your current customer experience and digital posture across all digital properties

Define

Define a digital experience transformation roadmap to capture digital moments

Develop

Develop the front-end and back-end systems and technologies to bring the digital next strategy to life

Deploy

Deploy all the technologies and design elements together after thorough QA and user testing

Support

Support the deployed components to ensure digital experience ecosystem meets its stated business objectives

Market

Digital marketing to promote the reimagined brand, acquire new customers and retain existing customers for continued business impact

Let’s talk

Got a project?

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.

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