Create a Customer-Centric Digital Strategy

Harness the power of digital to transform your customer interactions.

Onsite Workshop

Operating without a successful digital strategy can result in:

  • Loss of revenue, profits, and market share.
  • Poor CIO image and relegation to a supporting role.

Operating with a successful digital strategy can result in:

  • Improved brand equity and perception.
  • Increased sales and decreased refund rates.
  • Easier solution to customer complaints and decreased support costs.
  • Efficient media buys and decreased media buy costs.
  • Reduction in market research costs.

Module 1: Determine Mandate and Scope

The Purpose

  • Identify the need for and use of digital strategy and determine a realistic scope for the digital strategy.

Key Benefits Achieved

  • The digital strategy project is planned and scoped to ensure the appropriate resources are available to complete the project. 

Activities: Outputs:
1.1 Identify target audience groups.
  • Digital strategy execution and communication plan
1.2 Define the scope of the digital strategy.
  • Digital strategy development project charter or statement
1.3 Summarize the approach in a digital strategy development charter or statement of work and secure approval.

Module 2: Assess Drivers and Create a Customer Experience Map

The Purpose

  • Understand the scope of the digital strategy and the internal and external business factors that will influence the strategy.

Key Benefits Achieved

  • Understanding of digital strategy scope and internal and external business factors that will influence the strategy. Further, an understanding from a customer-centric point of view will be achieved where digital strategy can assist in improving the customer experience. 

Activities: Outputs:
2.1 Confirm the mandate and scope defined in the workshop preparation step.
2.2 Assess internal drivers.
  • List of business drivers
2.3 Assess external factors.
  • List of external drivers
2.4 Create a customer experience map and evaluate by channel.
  • Customer experience map

Module 3: Evaluate Current State of Digital

The Purpose

  • Understand where the organization stands in terms of digital maturity in a holistic fashion.

Key Benefits Achieved

  • Produce a summary of digital maturity to benchmark against the target state in a holistic format. 

Activities: Outputs:
3.1 Assess current digital maturity.
  • Summary of the holistic digital maturity
3.2 Map digital technology enablers to the customer experience map.
3.3 Assess digital technology enablers.
  • Summary of the maturity of digital technology enablers

Module 4: Develop a Target State Vision

The Purpose

  • Create guiding principles to help define future digital initiatives. Generate the target state with the help of strategic goals.

Key Benefits Achieved

  • Having the target state will allow the organization to plan out the initiatives needed to achieve the target state from the current state.

Activities: Outputs:
4.1 Define digital guiding principles.
  • Digital guiding principles
4.2 Define digital strategic goals.
  • Digital strategic goals
4.3 Evaluate target state options and define a target state vision for the customer experience map and the four pillars of digital maturity.
  • Digital target-state vision
4.4 Define objectives and measures.

Module 5: Define Initiatives and Build a Roadmap

The Purpose

  • Understand the gap from the current and target state. Create transition options and assessment against qualitative and quantitative metrics to generate a list of initiatives the organization will pursue to reach the target state. Build a roadmap to plan out when each transition initiative will be implemented.

Key Benefits Achieved

  • Finalize the initiatives the organization will use to achieve the target digital state. Create a roadmap to plan out the timing of each initiative and generate an easy-to-present document for digital strategy approval.

Activities: Outputs:
5.1 Analyse current to target state gaps and identify transition options.
5.2 Select optimal transition options and describe related initiatives.
  • Initiative descriptions
5.3 Assess business priorities, high-level economics, risks, organizational readiness, and change management to determine execution schedule.
5.4 Build a roadmap.
  • Digital strategy roadmap
5.5 Obtain formal approval.

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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.

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