Customer experience in technology and architecture consultancy
Do you struggle with CRM and customer process related technology strategy, target architecture, roadmap and overall offering a solid customer experience?
The foundation for successful development and agile delivery is a crystallized and easily communicable technology strategy and target architecture with a solid business driven roadmap. Achieve 360 degree customer insight and highly personalized customer interactions and service experiences in any customer touchpoint.
Our CX technology strategy and architecture consultants have extensive hands-on experience from different architectural styles and scenarios within marketing, sales, e-commerce, customer service and digital services development areas. We conduct technology strategy and architecture consulting as separate assignment, as a natural continuation of the renewal of the customer experience and engagement strategy, or as part of your ongoing development projects.
Head of Advisory, Design & Innovation
Key Benefits
Strategically align CX & CRM investments
Aligning technology strategy with business & CX strategies ensures that CX, CRM and digital services investments receive full commitment, and are linked to correct KPIs with meaningful business impact
Clarity of roles & responsibilities
Clarifying roles & responsibilities of potentially overlapping solutions & applications enables CIO/CDO organizations to make better investments & scope decisions with clear & systemic end-to-end view
Agility to react to changing needs
A solid architecture blueprint makes it quicker & easier to assess the impact of new business needs, plan alternative solutioning scenarios and come up with a solid project proposal to the business
Key Capabilities
Technology strategy consulting
We facilitate technology strategy creation together with CIO/CDO organizations and ensure the technology strategy is connected to business and customer experience strategies. We capture and define essential technology decisions and guiding principles that should be applied holistically in software, data and other technology projects and initiatives across CX, CRM and the digital services domain.
Technology and vendor assessment
We help to identify, explore and assess potential commercial technology vendors in an objective manner. Our experts can formalize assessment frameworks and align against our customers business objectives, technology strategy as well as logical architecture plans. Additionally, supporting in and facilitating vendor discussions when needed on behalf of our customers.
CX and digital architecture scenario planning & roadmapping
We help to develop solution architecture alternatives and scenarios to support CX, CRM, MarTech, E-commerce, customer service and digital services renewals and investment decisions. We have extensive expertise and experience both from commercial vendor technologies and SaaS platforms such as Salesforce or Power Platform, as well as the modern software and data architectures including microservices, event driven, serverless, etc.
