Multinational Conglomerate Reimagines Digital Ecosystem

This multinational conglomerate had a digital ecosystem consisting of thousands of fragmented and disjointed customer, partner, and employee-facing web and mobile applications.. This digital fragmentation created fundamental business issues for the company. For instance, customers could not easily experience the breadth of the company's offerings. The lack of an overview forced customers to go to multiple destinations to get the information they needed. Content and product information quality, accuracy, timeliness, and language standards were impossible to govern across these fragmented sites. The client needed to align its content across its many applications, develop an effective search function, and formulate a comprehensive digital strategy that would provide the user experience its customers needed.

Earley Information Science (EIS) worked with the client on the development of a CX and EX strategy, content strategy, roadmap, integration architecture, requirements and governance model. This included :

Defining the key digital touchpoints for customer journeys
Describing how these touchpoints will change in the future
Articulating how other market leaders are transforming their approach to Digital
Find out how the client compared
Documenting what the client's customers want
Documenting what the client's many business units need
Translating these findings to a strategy, a roadmap, and action plan

Multinational Conglomerate Reimagines Digital Ecosystem for Improved Customer Experience

Challenge

Solution

Results

Let's Connect