Customer experience strategy

Creating a consistent and connected customer experience.

Creating a consistent and connected customer experience.

Customer experience (CX) involves fully understanding the needs, nature, and concerns of your customers, citizens, or employees.

All organisations are at a different stage of their CX journey, and you'll need certain solutions depending on where you are in the process.

Datacom’s top-down approach to CX ensures we identify the specific problems your organisation needs solved. We offer a range of specialist services, from our CX consultants to our value-hacking methodology and web platform development. We can help no matter what stage of the process you're at.

The areas of CX we can help with include:

Multiexperience (MX): the way your customers or staff interact with your organisation across every touchpoint, including online, mobile, email, SMS, kiosks, and voice recognition
User experience (UX): the evaluation, testing, and design of interactions through multiple interface types and channels to ensure technology better enables its users
Employee experience (EX): the qualitative, quantitative, and sometimes ethnographic research, of your organisation's processes and systems through the eyes of your staff.

Datacom's research, ideation, innovation, technical delivery, and implementation unlocks consistent experiences for the people that matter most, no matter where they find you.

Great customer experience is not about over servicing the customer; it’s about giving them what they need in the moment when they need it. Or put another way, when was the last time you generously tipped a waiter who over serviced your table?

Greg Whitham

CX consulting director, Advisory

Understand your people

Understand the needs, motivations, challenges, and experiences of your customers, citizens, and staff.

Consistent experiences

Applying CX insights across every touchpoint means your customers will have a consistent experience when interacting with your organisation, no matter where they find you.

Continued improvement

Our approach to CX ensures that investment in our information technology (IT) is measurable and aligns with the goals, strategies, and ambitions of your organisation.

Our expertise includes

Services
Products

Customer experience strategy
We work with you across a comprehensive consult, build, and collaboration to create your customer experience strategy.
CX adoption and management
Datacom will build a strong strategic foundation to guide adoption of your chosen CX platform.
Data, metrics, and analytics
We'll create a solid measurement strategy to define, build and monitor your data, leading to well-informed decisions.
Content strategy
Datacom will help build your content strategy. Content is critical to the success of any customer experience and personalisation strategy.
Experience design
Give your customers a great user experience by giving them what they want before they know they want it.
Customer research
Qualify opinion through customer research.

Adobe Experience Cloud
A collection of applications and services built on the first platform specifically designed for unmatched customer experiences. Gain the most comprehensive insights, content, engagement, and more.
Sitecore Experience Platform
Combine your customer data, analytics, and marketing automation capabilities with Sitecore Experience Platform (XP). Get personalised content, in real-time, across any channel.

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