Business leaders face many challenges. Our role is to bring together the methods, solutions, partnerships and capabilities to assist our customers in the challenges before them. We have worked with business leaders to prioritise four key areas that we see will be the most important focus in the next 12 to 24 months.
Companies with great employee experiences outperform by
Employee experience is as important as customer experience in the war on talent.
The war on talent is here. Businesses are realising that attracting and keeping employees and meeting the demand for wage growth is a challenge that can’t be met with traditional methods.
Smart businesses are looking to take the benefits of customer experience design and turn it around to build employee experiences that will relieve pressure on retention and will allow businesses to do more with less.
Companies with great employee experiences outperform the norm by 122% (Zio Market Research).
We have partnered with Zendesk, the world’s number-one platform for digital customer service, as rated by Gartner, to create a set of solutions and capabilities to accelerate the uplift of employee experiences.
Data-driven businesses gain more customers and are more profitable.
Data-driven businesses are winning, but businesses must also do the right thing with customer data.
Recent events in industry have only sought to highlight the importance of governance, collection and use of data as part of growing connection with Customers and Employees.
Correctly defining, obtaining, securing, integrating, migrating, visualising and actioning on data is of ever-growing importance to more and more organisations.
Our approach looks to start with why data is valuable and build robust and smart data solutions to continuously deliver that value, securely.
Data-driven businesses are 23x more to gain customers, 6x more likely to retain customers, and 19x more likely to be profitable.
We have partnered with Databricks, the world leading open-source platform for data management, unifying data, analytics and AI on one platform.
Highly composable organisations report superior business performance
Business composability is as important in building resilience and sustainability in business operations.
Smart businesses have taken advantage of building agility and flexibility in their ways of working. Business composability goes a step further by applying modularity in business assets, ie. people, processes and technology. This composability builds agility at all levels to create resilience and sustainability in the business operation.
Highly composable organisations report superior business performance 63% more often than their peers.
We have partnered with Microsoft to create a set of tools and capabilities for the enterprise that can drive business composability, often within the toolset already available in an enterprise IT stack.
Good CX means customers are 5x more likely to recommend
Customer experiences have become more customized, and customers are demanding control.
The benefits for businesses of customer experience are clear. CX drives longer customer relationships, greater revenue and greater business performance overall.
Businesses, however, a still grappling with how to deliver holistic and meaningful customer experiences through digital channels and how to implement a digital-first strategy without compromising human interactions. Good CX is no longer good enough.
Good CX means customers are 5x more likely to recommend a company and return in the future.
Our partnership with Zendesk, the world’s #1 platform for digital customer service, allows us to be at the forefront of capability for delivering amazing end-to-end customer experiences.
Our award-winning Design practice has also established a reputation for innovation with clever solutions and fit-for-purpose designs that can uplift the expression of any brand.
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