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BEYOND THE DIGITAL ILlUSION


Rethinking the Customer Journey

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BEYOND THE DIGITAL ILlUSION


Rethinking the Customer Journey

real-time customer connections

Blending high-touch digital experiences of today’s Omni-channel customers with a service-centric approach to everything a company does yields the perfect recipe for achieving dramatic and seismic-level shifts in business performance - the kind that fuels the creation of new innovative products and services and surprises customers by delivering capabilities that far exceed their expectations.

From creating and delivering new digitally enabled customer journeys to delivering integration platforms that provide seamless access to the company's assets and services, technology is driving the transformation of traditional businesses to deliver new value in a digital era. All of this is bringing about a significant rethinking of how to transform a business to achieve realtime connections with customers.

The new generation customer requires a level of interaction never before envisioned. The implications of this for a company's business processes, and technology ecosystem that enable the connection of any device to any service, and any service to any data asset in a complex economic value chain.

By combining our strategic perspective with hardcore technology expertise, we help companies rethink and transform their underlying business processes and technology strategy to ensure an instantaneous customer experience across channels and across corporate boundaries. We help set the innovation agenda, priorities, and spend levels that are in line with the company's goals and objectives. 

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How we Work


TRANSFORMING THE CUSTOMER JOURNEY

How we Work


TRANSFORMING THE CUSTOMER JOURNEY

HOW GREAT IDEAS ARE BORN

We are a privately held company formed by seasoned executives with deep industry experience. Our primary goal is to achieve breakthrough thinking in how to engage with customers. We believe that achieving this level of breakthrough thinking requires a different way to approach work and more importantly a different way of working together. Above all else, we want to find out the best way for you to engage and interact with your customers and deliver a unique customer experience. Solving problems, be it internal efficiency challenges or finding better ways to engage customers or business partners requires open and honest communication of every situation always keeping in mind that the end goal is to achieve excellence and world-class execution.

To achieve this, requires independent thinking and innovation. To achieve this level of involvement and innovative thinking means that we maintain an environment of radical openness. We encourage everyone who works with us to be both assertive and open-minded in order to build their understanding and discover the best path to exceed our customers’ expectations. In certain cases, we may even help our customers rethink their value proposition always pushing for excellence and constant improvement.

The types of disagreements and mistakes that are typically discouraged elsewhere are expected at at our firm because they fuel the learning that helps us maximize the value we bring to our customers and the societies within which we operate. It is through this unique culture that we produce meaningful work and meaningful relationships.

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Outlook 2017


This Year's Critical Trends

Outlook 2017


This Year's Critical Trends

2017 tech & business trends

In 2016 new mobile APPs, artificial intelligence (AI), machine-to-machine (M2M) solutions, data analytics and new API management trends all enabled companies to dramatically alter the way to do business. Fast Cloud delivery models empowered a new league of startups focused on creating advanced online social media and networking services and new ecommerce marketplaces, while the “Pokémon Go Trend” started a new wave of rethinking how products can be marketed.

Mobility continued to make its way into becoming the corporate gateway and access point for customers while the traditional APP started its transition to becoming a more personalized message delivery platform that intelligently engages the user. Apple’s new iOS platform subtly introduced a whole new world of real-time messaging on just about anything that happens around us.

What to expect

In 2017 we seeing an even greater shift to the Cloud as mature companies and startups continue to pursue faster delivery models for innovative front-ends that promise higher engagement levels, turning customers into loyal fans and creating powerful brand communities. The old theory that companies move to the Cloud in order to save money will finally be scrapped. Speed, agility and ease of integration has become the main driver, not to mention the availability of scalable and elastic services. Not surprisingly we will see an even greater push to move from on premise and private Cloud models to Public Cloud solutions. Private Cloud platforms require advanced virtualization, database management, API management, access and security management and critical resource monitoring. Managing these capabilities has proven to be a complex and costly challenge.

Companies continue to discover that integration is better suited in the Cloud. Integration Platform as a Service (iPaaS) solutions from providers such as DELL Boomi, Mulesoft, Informatica and others are poised to enable a whole new level of Cloud-based integration services that transcend legacy on premise, private and public Cloud applications as well as third party SaaS services. 2017 is also the year where heavy lifting to the Cloud is a key strategy for many businesses. Full integration becomes an absolute requirement in order to enable the analytics dream. To enable true analytics, companies are quickly rethinking their strategy around master data management (MDM), enterprise content management (ECM) and not the least adopting a full 360-degree customer relationship management (CRM) platform.

The Customer Service Challenge

The same market forces that pushed companies to adopt Digital strategies, are driving companies to deliver customer service in a whole new way. Providing consistent customer service in an Omni-channel model is not only desired, it is required and expected. Support quality must be consistent and seamless across channels, end-points, geographies and products. In fact, those companies that successfully support their customers will proactively reach out to ensure satisfaction and support. In addition to finding creative ways to position their brands and products digitally, companies will need to aggressively seek out customers to provide support and create greater brand loyalty. While having a cool mobile App was a great first digital strategy, customers now demand a far different customer support experience. This is requiring the capture and harvesting of customer information across vertical business boundaries in order to achieve higher levels of intimacy and personalization. Companies are learning to anticipate their customer's need for care and proactively shed or deflect dissatisfaction not to mention adding a new level of intelligence to constantly redefine products, services, and specific customer segment interaction.

Speed & Agility

Speed and agility is becoming one of the greatest challenges in 2017. Not only speed in delivering sophisticated front-end digital enablers, but in fine-tuning and completely overhauling critical business processes such as; order-to-cash, procure-to-pay, plan-to-manufacture, availability-to-promise and record-to-report. In fact, entire supply-chain models are being rethought to meet even higher expectations around product acquisition and support.

The Digital Challenge

Companies will continue to seek the delivery of innovative front-ends that carry a finite life-cycle. However, while sophisticated Apps and front-ends were seen as digital badges, successful front-to-back transaction processing in an Omni-channel model is separating digital leaders from followers. Large, medium and startup businesses are discovering that serving up a cool front-end App falls way short of delivering on the Digital promise. In fact, customers quickly move from being delighted to becoming highly disillusioned as expected 360-degree customer support, a full Omni-channel experience and an integrated Supply-Chain fall short in meeting expectations.

To deliver on the Digital promise, businesses are not only comparing themselves with others within their peer group, but more importantly they will have to ensure the adoption of capabilities and user experiences that are expected by customers across the entire Digital space. Re-discovering the customer journey, the basic understanding of how customers engage with the brand, obtain value, acquire products and manifest overall brand sentiment will be fundamental to success. The assumptions that drove Digital solutions in 2016 are once again being reinvented in 2017.