Becoming a World Class Digital Organisation - BearingPoint

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Web monitoring is the most used method amongst all <strong>Digital</strong> Pure Players. Less automated methods are also deployed such as social media monitoring and email surveys. Both positive and negative feedback is collected and used to optimise the customer experience: negative feedback builds authenticity and creates trust in the brand, (what is When companies stay close to their customers, powerful real time insights feed into future planning and product development. When our customers speak we listen Best practice 5 bad for one might not be for others), and ignoring negative feedback will not make it go away. Outside-in focus is chosen, taking into consideration what customers need and want, and working to exceed expectations. Capturing multi-channel customer feedback for continuous service and product improvement is essential. Customer experience should become a key criterion for project prioritisation, facilitated by continual review of digital plans and priorities to enable effective response to market and customer needs 21
#6 - BUILD YOUR DIGITAL BUSINESS ON DATA INSIGHTS � Effective data analytics is the engine to drive targeted marketing and customer personalisation Amassing data across disparate channels has been facilitated for companies as a result of the massive amount of available data inside and outside the enterprise. This includes everything to do with customer sentiment and opinion, customer-to-customer communications through blogs, Twitter and social media sites. In most organisations, customer information is distributed and duplicated across various applications; there is no unique view of the information. Effective customer management requires accurate, integrated and up-to-date customer information. The challenge is how all of this information is connected and how well the data is utilised to make the right decisions. Only half of Financial Services respondents have an integrated customer database. Investing in this area and in analytics would result in a more intelligent use of customer data and increased ability to target consumers with the right product at the right time. Although a huge amount of data is captured and stored by Financial Services respondents, it is not always leveraged or used effectively. In other <strong>Digital</strong> by Evolution companies, investments are being made in data and analytics as these companies increasingly recognise the value of having a more integrated view of their customers. Point of view 22
Page 1 and 2: To get there. Together. Becoming a
Page 3 and 4: METHODOLOGY BearingPoint undertook
Page 5 and 6: SIX BEST PRACTICES FOR DIGITAL TRAN
Page 7 and 8: and non-digital channel teams, or M
Page 9 and 10: etween key groups are then develope
Page 11 and 12: Location of business and IT For 60%
Page 13 and 14: Best practice 3 Integrate delivery
Page 15 and 16: Pure Digital Players not only accep
Page 17 and 18: #5 - PRIORITISE WHAT YOU MEASURE, M
Page 19 and 20: � Measure project success based u
Page 21: � The voice of the customer is ke
Page 25 and 26: more agile responses. Additionally,
Page 27: We deliver Business Consulting. We

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