DIGITAL ECOSYSTEM CUSTOMER EXPERIENCE

Challenge

• New and emerging customer needs and behaviours.

• Transforming digital channels for customer engagement to serve customers comprehensively and in line with their needs.

• Outlined specifics of human-centered design in the B2C context.

• Defined KPIs to measure customer digital engagement.

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The Solution

• Combining an human-centered design approach with agile development methodologies.

• Creating a new way of working for developing the digital experience

• Establishing Labs and a open collaboration environment to co-create with design and development teams across industries and companies.

• Creating requirements for a high-quality digital ecosystem solution with unique core value proposition. 

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Impact

• Creating a new collaboration model for ecosystem, business and technology design.

• Accelerated time-to-market with new end-to-end solutions and high-quality digital solutions.

• Becoming more relevant for customers.