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Connected experience

New Zealand organisations with ubiquitous and integrated digital-first customer experiences reported more than three times higher market share growth and four times faster speed to market than other groups.*

It’s unsurprising, then, that New Zealand business leaders rank customer experience improvements in their top two strategic priorities for 2021–2022.*

Source: IDC InfoBrief: New Zealand’s State of Agility 2021.

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Help your organisation thrive with connected, integrated, digital customer experiences

Datacom’s connected experience approach can empower your organisation with hyper-personalised, customer-centric experiences that differentiate your organisation. We can help you develop and execute comprehensive customer experience strategies that get results, leveraging your position to extend market gains and widen the gap against competitors in a digital-first world.

The challenge

Highly personalised and intelligent digital customer experiences are becoming a key competitive advantage as customers struggle with a choice overload when making purchasing decisions.

Recent global events have given rise to a dramatic increase in the popularity of digital channels, where well-designed and strategically implemented, seamless experiences offer an outlet for organisations and customers to interact. This is driving ever-higher customer experience expectations, alongside new consumer and employee values favouring safety, hygiene, and transparency around product and service offerings.

This places connected experience at the peak of differentiating factors in increasingly competitive markets.

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The solution

Datacom’s connected experience approach delivers the insight, experience, and technology to help organisations create meaningful and connected customer experience (CX):

  • Experienced CX advisory consultants and researchers help identify current and emerging market demands, identify opportunities, and set strategic direction
  • Digital platforms deliver new, connected customer experiences across e-commerce, mobile, and intelligent, contactless, in-store digital signage systems
  • User experience (UX) and design services ensure platforms and tools come together with brand to create beautiful and impactful customer experiences
  • Data, artificial intelligence (AI), and analytics tools provide experience personalisation and timely customer insights for your teams
  • Integration platforms enable connected experiences across your front-end and back-end systems, from customer to supply chain.
Datacom Re:Flex connected experience approach diagram

Download our lean connected experience worksheet

Use our lean connected experience worksheet to identify opportunities for your organisation to fully realise the latent value across your customers.

Using a staged approach to identify and consider areas of friction or concern, alongside areas of opportunity, the Datacom lean connected experience worksheet serves as a solid starting point to unlocking digital agility.

Contact one of our specialists below for expert assistance with applying the worksheet to your organisation.

Datacom's lean connected experience worksheet

Talk to the experts

In rapidly changing markets, a connected, intelligent customer experience is critically important — and in a digital-first world, Datacom is a leader in achieving this.

Our connected experience pulse assessment is a fast and straightforward way to get started:​

  1. ​ Our specialist advisory consultants engage virtually, using our unique connected experience pulse framework to assess your people, process, and platform needs.
  2. We present you with a report outlining the road map to achieving your connected experience goals, estimated cost, and return on investment​ (ROI)
  3. You can make an informed investment decision and start your journey with confidence.

Whether it’s a new solution or optimising your current platforms, Datacom’s experienced team of experts can deliver a quality end-to-end outcome from strategy to reality within weeks so your organisation can survive today and thrive tomorrow.

Datacom’s connected experience experts

  • Datacom's Greg Whitham
    Greg Whitham, CX Consulting Director
    As head of CX, Greg identifies pain points and opportunities alongside rational and emotional cues to help customers go from awareness to consideration, engagement, and long-term loyalty.
  • Datacom's Pip Lowe
    Pip Lowe, CX Research and Strategist
    Pip has worked in strategy and insights for 15+ years. She specialises in understanding customer experiences, needs and perspectives, drawing on a repertoire of methodologies.
  • Datacom's Lyndsay Davenport
    ​Lyndsay Davenport, General Manager — Digital Platforms
    Lyndsay is a customer experience evangelist and has extensive experience working for leading creative agencies across retail, grocery/FMCG, government, and banking sectors.

Explore other strategic agility themes

Organisational performance is driven by five strategic agility themes. Explore the other four themes to find out how you can apply these insights to drive agility in your organisation.

  • Re:Flex Agile productivity icon
    Agile productivity
    Align business and product/service teams to collaboratively define, measure and drive maximum business value through Agile product teams. Learn more
  • Re:Flex Customer centricity icon
    Customer centricity
    Build data and insight-led agility through extensive and diverse customer datasets, fed into intelligent and predictive analytics for deeper insight for proactive disruption. Learn more
  • Re:Flex Employee experience icon
    Employee experience
    Attract and nurture top talent to do their best work through purpose-driven agile culture, intelligent workflows and innovative collaboration tools. Learn more
  • Re:Flex Process optimisation icon
    Process optimisation
    Leverage lean approaches and digital automation, intelligence and analytics tools to augment and improve processes and workflows. Learn more

Responding to rapid change has never been more important.

Business is changing faster, and the challenges of 21st-century economies are evident everywhere. From talent shortages and remote workforces, supply chain tension and geopolitical volatility, and shifting customer demand and aggressive competition — change and uncertainty are the norms. Discover how your peers are meeting these challenges, and leveraging their newfound focus on agility.

Download IDC InfoBrief: New Zealand’s State of Agility 2021, sponsored by Datacom.

IDC InfoBrief cover

The public sector’s need to be responsive is more pressing than ever before.

The modern demands of the public sector, at every level of government and to every public service and platform, continues to bring new challenges to the market. Expectations born of the private sector are increasingly driving constant change, and new technologies and transactional platforms bring new opportunities and challenges every day. 

Download IDC InfoBrief: New Zealand’s State of Agility 2021 — Public Sector, sponsored by Datacom, to see how digitally-enabled agility will continue to define successful outcomes. 

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