BT is one of the world’s leading communications services companies. Operating in over 180 countries and the largest provider of fixed-line, broadband, and mobile services in the UK, the company also provides subscription television and IT services.
Brief
With evolving customer demands and an increasingly competitive market, BT engaged our team to define a future omnichannel experience that would ensure exceptional interactions, no matter where and when customers engaged with the brand.
Goals
Create the vision for future omnichannel customer experiences and define the roadmap that directs implementation. Reimagine the delivery process to ensure de-siloed, continuous service across all customer touchpoints. Determine the tech stack that drives a constant data flow across channels.
Challenge
BT was a siloed organization which led to fragmentation across customer channels. Their lack of a channel-agnostic culture meant inconsistencies in experience delivery and variations in service design.
Solutions
We conducted a current state analysis that leveraged existing and proprietary research to prioritize customer needs across the end-to-end journey. To foster collaboration and opportunity identification, our team facilitated an Innovation hack for over 60 BT stakeholders across 8 business units.
Outcome
We developed end-to-end omnichannel journeys that were used to envisage a future-state experience. With BT stakeholders, over 100 omnichannel opportunities were identified and prioritized to create an integrated roadmap.
Long-Term Value
Our work led to a barrier-free frictionless customer experience that dynamically updates with contextual real-time data. This allows BT to deliver brand consistency and personalized service experiences across every channel.
BT is one of the world’s leading communications services companies. Operating in over 180 countries and the largest provider of fixed-line, broadband, and mobile services in the UK, the company also provides subscription television and IT services.
Brief
With evolving customer demands and an increasingly competitive market, BT engaged our team to define a future omnichannel experience that would ensure exceptional interactions, no matter where and when customers engaged with the brand.
Goals
Create the vision for future omnichannel customer experiences and define the roadmap that directs implementation. Reimagine the delivery process to ensure de-siloed, continuous service across all customer touchpoints. Determine the tech stack that drives a constant data flow across channels.
Challenge
Marking a new era of collaboration, we worked closely to enhance the automobile giant’s operational model on a global scale.
Challenge
BT was a siloed organization which led to fragmentation across customer channels. Their lack of a channel-agnostic culture meant inconsistencies in experience delivery and variations in service design.
Solutions
We conducted a current state analysis that leveraged existing and proprietary research to prioritize customer needs across the end-to-end journey. To foster collaboration and opportunity identification, our team facilitated an Innovation hack for over 60 BT stakeholders across 8 business units.
Outcome
We developed end-to-end omnichannel journeys that were used to envisage a future-state experience. With BT stakeholders, over 100 omnichannel opportunities were identified and prioritized to create an integrated roadmap.
Long-Term Value
Our work led to a barrier-free frictionless customer experience that dynamically updates with contextual real-time data. This allows BT to deliver brand consistency and personalized service experiences across every channel.
BT is one of the world’s leading communications services companies. Operating in over 180 countries and the largest provider of fixed-line, broadband, and mobile services in the UK, the company also provides subscription television and IT services.
Brief
With evolving customer demands and an increasingly competitive market, BT engaged our team to define a future omnichannel experience that would ensure exceptional interactions, no matter where and when customers engaged with the brand.
Goals
Create the vision for future omnichannel customer experiences and define the roadmap that directs implementation. Reimagine the delivery process to ensure de-siloed, continuous service across all customer touchpoints. Determine the tech stack that drives a constant data flow across channels.
Challenge
Digi was facing a decrease in revenue due to non-bundled voice and data plans. Their siloed channels resulted in a fragmented view of the customer and their shopping behavior.
Engagement Objectives
It was a priority to build a commerce platform that delivered an exceptional customer experience. Laying a foundation that enabled Digi to simplify its content and commerce capabilities across channels was also critical.
Digi sought to modernize, simplify, and swap its legacy content and commerce platform to deliver a consistent and unified experience to customers.
Mobile-First Approach
BORN took a mobile-first approach for effective responsive delivery of product, inspiration, and brand content to ensure users enjoyed the same experience no matter which device they were using.
Minimizing Costs
Throughout the build, we stuck to the goal of minimizing costs through fewer customizations and providing an integrated solution across content, creative, commerce, and SEO analytics.
Solution Overview
Our solution involved a headless commerce architecture aligned to ODA architecture, with Magento 2 as the common commerce platform and a Drupal-based web solution on top. One of the hallmarks of the solution was its three-dimensional stability and unified catalog, allowing new commerce capabilities, new channels, and volume growth with a clear and consistent structure.
Highlights
Over 3.5 million registered users across digital channels in 8 months since launch. There was a 150% increase in transactions on the site, along with a 300% increase in conversion rate, a 10% increase in average order value, and a 30% reduction in bounce rate. 100% inventory was sold during the new iPhone and Note 10 preorder.
Effectiveness
Digi saw a 50% reduction in customer issues with transaction volume increased by 20%, 60% of APIs reused across channels, 40% reduction in time to market, and an NPS score of 100 and quarterly CSAT receiving a 10/10.
