We deliver solutions customized to meet the unique objectives of each of our clients from analysis to strategy to execution.
I. Discovery and Analysis
We have a holistic but customizable approach that could include redesign of a single customer touchpoint or the entire omni-channel, customer life-cycle. Our strategy roadmaps could include any combination of customer experience assessment and design, customer technology integration and enablement plans, and data architecture, insights and analytics.
Customer Experience Assessment And Design
Leveraging our advanced knowledge of the emerging trends in customer technologies, we assist our clients in selection and optimization of a scalable solution roadmap based on their customer experience strategy requirements and goals. These technologies could include enterprise and social CRM technologies, mobility, e-commerce, location based services, augmented reality, mobile commerce, wearables, big data technologies and so on.
Our evaluations are based on capabilities, long term scalability, reliability, integration and compatibility with the client’s legacy architecture as well as their cultural and brand imperatives.
Customer Data Architecture, Insights And Analytics
We offer interactive and cross-functional workshops in customer journey mapping and applications of design thinking in customer experience strategy and innovation. They are customized for each client based on their specific needs and they are offered in two formats:
III. Execution
We will lead and execute the proposed experience designs and strategies. The execution plans will be driven from well-documented deployment ‘playbooks’ that include all or some combination of:
I. Discovery and Analysis
- Competitive analysis
- Customer research
- Employee experience
We have a holistic but customizable approach that could include redesign of a single customer touchpoint or the entire omni-channel, customer life-cycle. Our strategy roadmaps could include any combination of customer experience assessment and design, customer technology integration and enablement plans, and data architecture, insights and analytics.
Customer Experience Assessment And Design
- Customer journey mapping
- Service experience blueprinting
- Design thinking
- Service design
- Persona development
- Experience prototyping
- Customer strategies from enhancements to innovation and disruption
Leveraging our advanced knowledge of the emerging trends in customer technologies, we assist our clients in selection and optimization of a scalable solution roadmap based on their customer experience strategy requirements and goals. These technologies could include enterprise and social CRM technologies, mobility, e-commerce, location based services, augmented reality, mobile commerce, wearables, big data technologies and so on.
Our evaluations are based on capabilities, long term scalability, reliability, integration and compatibility with the client’s legacy architecture as well as their cultural and brand imperatives.
Customer Data Architecture, Insights And Analytics
- KPI and metrics audit and alignment with customer experience objectives
- Data integration and architecture landscape audit
- Data architecture roadmap and implementation
- Customer analytics, insights and trends
- Digital KPI strategy, design and production
- Scorecard development and measurement
We offer interactive and cross-functional workshops in customer journey mapping and applications of design thinking in customer experience strategy and innovation. They are customized for each client based on their specific needs and they are offered in two formats:
- Single or multi client workshop using Tangerine Lab’s demonstrative use case to demonstrate tools and methodology.
- Single client workshop using real-life challenge of the client.
III. Execution
We will lead and execute the proposed experience designs and strategies. The execution plans will be driven from well-documented deployment ‘playbooks’ that include all or some combination of:
- Implementation project plans
- Contingency plans
- Organizational change management and readiness strategies