Two CX specialists meeting with a customer

Strategy, design and innovation

Datacom can help unlock the strategic value of your people, processes and technology.

Create a consistent and connected customer experience.

Datacom can help unlock the strategic value of your people, processes and technology. We apply lean and agile principles to everything we do, cutting through long traditional strategy phases to create actionable direction. Our experienced consultants are experts in helping through strategy consults, exploring user experience (UX), user interface (UI) and service design, understanding the voice of the customer (VOC) and keeping the customer of the future in mind. 

Fully understand the needs, nature and concerns of your customers with a holistic customer experience (CX) strategy. Datacom’s top-down approach to CX ensures we identify the specific problems your organisation needs to solve to enhance the customer experience journey. We offer a range of specialist services and can help no matter what stage of the process you're at.

We’re open about how we do what we do because we believe it leads to stronger partnerships with our customers. We know tech inside out, which is why we’re technology-agnostic – we offer you the best customer experience solution for your needs, whatever the underlying technology is.

We support you and your business on your customer experience journey.

Strategy, design and innovation are integral to organisational success. A well-crafted strategy provides direction, alignment and a competitive edge. Customer experience design focuses on user-centric solutions, fostering innovation, efficiency and a strong brand identity. Innovation drives competitive advantage, revenue growth, cost reduction and sustainability. Datacom's delivery and implementation unlocks consistent experiences for the people that matter most, no matter where they find you.

Two customers talking and shaking hands with a CX specialist

Frequently asked questions

What is customer experience (CX)?

CX, or customer experience, refers to the overall perception and satisfaction a customer has with a business or brand based on their interactions, transactions, and engagements throughout their entire journey. It encompasses every touchpoint a customer has with a company, from the initial awareness and consideration stages, through the purchase or service usage, and all the way to post-purchase support and loyalty. A positive customer experience is essential for building strong customer relationships, increasing brand loyalty, and ultimately driving business success. CX efforts aim to understand and meet customer expectations, enhance satisfaction, and create memorable, seamless, and meaningful interactions at every step of the customer journey.

How do you develop a customer experience strategy?

Developing a customer experience strategy involves a structured approach to understanding, designing, and delivering exceptional experiences that align with your business goals and customer expectations. To begin, you should conduct thorough research to gain insights into your target audience, their needs, pain points, and preferences. Next, create a clear vision and mission for the kind of customer experience you want to deliver. This should be followed by defining specific CX goals and key performance indicators (KPIs) to measure success. 

It is a good idea to map out the customer journey to identify touchpoints and opportunities for improvement. Design processes and systems that enable seamless interactions, and train employees to deliver consistent and exceptional service. Regularly collect feedback from customers and employees to make iterative improvements to your CX strategy. Personalisation, automation, and technology integration are often key components of an effective CX strategy. Lastly, continuously monitor and adjust your strategy to adapt to changing customer needs and market trends. Datacom's experienced CX consultants are available to guide you through this journey. 

What is CX personalisation?

CX personalisation is the practice of tailoring the customer experience to the individual preferences and needs of each customer. It involves using data and technology to understand customer behavior, purchase history, and preferences to provide relevant and customised interactions, content, and offers. Personalisation can be applied across various customer touchpoints, such as email marketing, website content, product recommendations, and customer support interactions. The goal is to enhance customer engagement, satisfaction, and loyalty by delivering experiences that feel more relevant, valuable, and tailored to each customer's unique profile and preferences. Effective CX personalisation can lead to higher conversion rates, increased customer retention, and a deeper emotional connection between the customer and the brand.

Useful links

  • Digital experience

    Unlock business growth and exceed your customers’ expectations: design and build an experience that delivers customer value and trust. Learn more
  • Advisory and experience management

    Enhance the many digital touch points of your organisation to improve customer satisfaction, employee retention and attrition, productivity and efficiency, and business transformation. Learn more
  • Insights

    Datacom's knowledge base of valuable insights from market leading research and reports. Learn more