Customer Experience Practical Guide
Practical guidance from experts at Avanade on how to build your best customer experiences.
DOWNLOADBuilding great customer experiences extends far beyond a single website or campaign – it connects across your customer experience strategy, creates interest through design, iterates with data and insights, scales through platforms and technology, monetizes marketing through ecommerce, and creates excitement for clients and employees alike. Your customers will love you and it won’t hurt your bottom-line either.
“In a matter of weeks, Avanade helped us to realize results by enhancing our digital capabilities internally and our engagement with fans externally.”
Claire Williams Deputy Team Principal and Commercial Director, Williams Martini Racing
You’re not alone. We’ve worked with clients from around the world, creating customer experiences for hundreds of clients. We’ve taken that knowledge and boiled it down to the core areas we see clients struggle or excel at it. Take a journey through the Customer Experience trek below.
Are you struggling
to exceed customer expectations?
Or not?
Great customer experiences don't happen by accident
Getting Started:
Digital Foundation
Increasing Momentum:
Digital Empowerment
Leading the Market
Digital Innovation
Click on the phases to learn more
They require a vision and a plan. We call this the CX Trek. Successful progression requires great teams with the necessary tools and skills to take the right actions to get there.
Gauge where you are and how you can accelerate your journey forward.
Use this bar to navigate through the Interactive eBook
GETTING STARTED
Is your customer experience strategy exceeding
expectations?
Or barely
meeting them?
Let's experience greatness.
Take a guess:
What percentage of organizations believe they need to improve their customer experience strategy?
Phase
Overview
Building
Strategy & Vision
Applying
Data & Insights
Leveraging
Technology for Acceleration
Phase
Overview
Are your vision, strategy, and technology aligned for CX success?
In this early phase, it is critical to determine your vision, strategy, and roadmap tied to a strong business case to get your organization on board.
Understand what data and analytics exist to help you build a complete picture of your customer. Know what you need to connect. At this phase, you’re most likely finding silos of disconnected marketing data.
Now is the ideal time to modernize your CX platform to realize results.
Click on the elements to learn more.
Building
Strategy
Is your marketing strategy disconnected, underdeveloped, or inconsistent?
Many organizations start with implementing a new CX platform, bypassing strategy and vision. These elements are critical to gaining executive buy-in and support over time. Without them, it’s easy to get side-tracked.
Applying
Data & Insights
Is limited data creating limited confidence in your decisions?
Connecting data silos can revolutionize the customer experience. It quickly gets you beyond historical views to new segmentation, personalization, and improved responses to what you put in market. This results in greater ROI for your marketing dollars. In fact, our research with clients reveals an average of 3x the return.
Leveraging
Technology for Acceleration
Is your CX platform helping you differentiate your brand?
Updating to a modern CX platform opens doors for synchronizing experiences across devices for greater personalization. Managed services can accelerate your speed to market and drive marketing ability while relieving your IT department from running and managing components of your CX platform, enabling you to get back to what matters the most: the customer’s experience.
INCREASING MOMENTUM
Does your data reveal opportunities?
Or mask them?
Let's experience prediction.
Take a guess:
What percentage of companies have obstacles preventing them from improving their customer experience and pursuing new opportunities?
Phase
Overview
Accelerating
Data and Insights
Experience
Design
Building
Iterative Culture
Connecting
Channels & Content
Phase
Overview
Are iteration and testing techniques advancing you in your CX trek?
Welcome to the Digital Empowerment phase. Your investment in creating a digital foundation sets you up to advance dramatically with an iterative culture and testing techniques, while advancing your customer experience agenda.
Understand what data and analytics exist to help you build a complete picture of your customer. Know what you need to connect. At this phase, you’re most likely finding silos of disconnected marketing data.
It’s time to advance your thinking across channels, devices, testing, and data to develop advanced segmentations and deeper levels of personalization.
Click on the elements to learn more.
Accelerating
Data & Insights
Is your data paying you back?
An established data and insights cycle now feeds everything you do. Augment external data with connected data to get a holistic view of your customer. Insights from data at this stage can dramatically change the entire lifecycle, process, and organizational alignment to support the customer experience to drive the results you want.
Experience
Design
Are you optimizing your customer’s visual experience across everything?
Your experience design should now leverage the connected data and insights cycle that is forming. An iterative design process drives a deeper use of your modern CX platform and enables an opportunity for deeper personalization across channels and devices – directly impacting loyalty and lifetime value of your customers.
Building
Iterative Culture
Is organizational culture holding back your ability to iterate and satisfy customer needs?
Disconnected customer experiences become glaringly apparent with increased data and improved personalization. It takes courage to look in the mirror and assess where your processes hinder progression of the customer journey and business impact. With an iterative culture, you should be able to drive shifts in the customer experience that improve CX and your business results.
Connecting
Channels & Content
Content is king right?
At this point, your data should be providing incredible depth of insights into the mind of your customer. Connecting customized content to all of the channels is no longer a mystery. Knowing which channels are working for your personas and segments is now an optimization exercise. You can now bring offering and loyalty management into the mix to bring the experience together.
Now is a great time to think about an optimization cycle to continue your progress.
LEADING THE MARKET
Is your CX innovative and differentiated?
Or run of the mill?
Let's experience personalization
Take a guess:
38% of companies focusing on a better CX see improvement in this customer-related area:
Customer
Loyalty
Advertising
ROI
Brand
Recognition
Customer
Lifetime Value
Phase
Overview
Advanced
Data and Insights
Fostering
Change Enablement
Driving
Innovation at Speed
Phase
Overview
Are you a pack leader?
Companies who are differentiating are ahead of the crowd. How? They constantly strive for more personalization, they customize content, they innovate at speed, and they realize that the process never ends: optimizing endlessly for the best experiences.
Click on the elements to see how you can optimize and become a pack leader.
Advanced
Data & Insights
Do you want predictive insights to change the shape of your future?
With deep data and rich insights into 99% of your customers, you know what your gaps and strengths are. If your organization hasn't tackled the details of change enablement, there is no time like the present. Look at how you empower employees to execute on your vision for customers everyday.
Fostering
Change & Enablement
Is your organization embracing the change?
If your people, processes, culture, work flows, roles, and governance are not aligned behind your customer experience strategy, there is no time like the present to change it. Encourage leadership to lead by example.
Driving
Innovation & at Speed
Are you accelerating beyond the expectations of your customers and competition?
Explore how you can connect the dots between digital and physical to create immersive and innovative experiences for your customers.
Start the next phase of your CX Trek!
Before
You Start
Getting Started
Digital Foundation
Increasing Momentum:
Digital Empowerment
Leading the Market
Digital Innovation
Maturity Assessment
Instant Insights
Successful Change
Sitecore Optimization
Insight Discovery
Instant Insights
Successful Change
Practical guidance from experts at Avanade on how to build your best customer experiences.
Connect your marketing strategy across the customer experience to bottom-line impact.
Or continue on the same path?
We cover the lifecycle of customer experience – including strategy, data and analytics, experience design, creative, digital marketing, CRM, e-Commerce and change enablement. We bring together cutting-edge technologies such as Sitecore, Microsoft Azure, Machine Learning, Dynamics CRM and help you get scale and accelerate your go -to-market through managed services reducing the load to IT and other constrained resources.
Practical guidance from experts at Avanade on how to build your best customer experiences.
DOWNLOADMicrosoft’s new Partner Network site’s modern, innovative design emphasizes a simple, personalized and user-friendly experience.
Contextual Intelligence: Best data-driven website – North America
Avanade leveraging agile, Sitecore and Microsoft Azure for Digital Channel Transformation project.
Enable organizations to deliver great customer experience and improved employee engagement.
Digital business is here, disrupting every industry it touches. Be the disruptor, not the disrupted.
Create a digital employee experience that promotes engagement and informed actions.
Intelligent business applications enable forward thinking organizations to predict rather than react to business challenges.
New approaches to IT that maximize efficiency, increase agility and give the freedom to innovate.
Contact us to capitalize on digital technologies to create market differentiation.