Customer Experience


Digital innovation is not an option in today’s business world. It’s a fundamental part of business operations – and, not surprisingly, it is a strategic priority for many business leaders. It offers a source of competitive advantage, allowing organisations to reach their customers more effectively through new channels. And it can transform the effectiveness of business processes.

To fully exploit these opportunities, organisations must ask themselves some key questions:

  • how can we build the capability to enable us to employ integrated digital strategies across the company?
  • what channels should we utilise which will help us improve customer satisfaction?
  • how can we best use customer insights and data to drive better service and become more efficient at what we do?

At Baringa, our digital strategy consultants help leading companies in the Energy and Financial Services industries to prepare for this new landscape – to use digital intelligence and to shape digital strategy. We have partnered with companies to help drive their Digital Agendas by:

  • shaping channel strategy
  • developing roadmaps and business cases to deliver new digital services
  • mobilising digital programmes, and
  • supporting the transition of channel strategy programmes.

From Big Data to social media on mobile apps. From customer experience to back office innovation and technology. From insightful biometrics to cyber security and the threat of attack. There is no doubt that Digital is transforming the way businesses operate, the way they communicate with their customers - and the way they compete in a global market.

The scale and pace of change means that organisations must be prepared for change on an unprecedented level, requiring strong leadership and engagement, a clear vision which aligns to the business strategy and a pragmatic road map setting out the Digital journey.

The winners will be those that take a customer-centric approach to their innovations and have the ability to adapt often to changing requirements.


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