Experience has taught us that delivering a personalised customer experience through great communications requires 4 things, and we have brought them together for the first time.
1. Strategy and governance
Understanding where you are today, where you need to be, and the benefits of getting there.
To manage our programmes, we’ve designed the Customer Centrics™ Communications Transformation Model. Covering people, process, technology and governance, the model enables us to deliver early wins, maintain momentum and keep the programme on track.
2. Content and creative
Effective customer messages inform, persuade, or educate only if the customer immediately understands what they need to know and do.
Making messages feels personalised to a million individuals requires a deep understanding of language and how to assemble it using Customer Communications Management (CCM) systems—without creating a million templates in the process. We have the knowledge and industry experience that’s needed to help you create, explain and sell your products.
Designs that promote your brand are at the heart of effective communications. Our design team produces simple, refined and elegant designs for every delivery channel, so every message you send is an ambassador for your brand.
3. Technical and delivery
Making a single message template generate multiple personalised outputs based on business rules and data variations is a science all of its own.
We create technical and template specifications for every message, bringing together input data systems and structures, pre-processing and workflow automation rules, and common components and output streams.
We give you back control of your templates and your intellectual property. We significantly reduce the cost and effort to build and maintain a complete template library, and give you the information required to make informed technology decisions.
Once we’ve specified a set of templates, we can build them for you or manage their production. Every template will be built to common principles, reducing and standardising build and maintenance costs.
4. People and process
Creating, building, and maintaining a personalised communications solution is a complex task requiring solution architects, writers and graphic designers, CCM technical designers and programmers, testers, and more.
We have the people and the process frameworks. We know what to expect, which types of expertise are needed, and the sorts of roadblocks you’re likely to encounter. Our people are at the top of their game in their respective fields, and will bring an unparalleled level of experience to your programme.