Digital Experience Review
Digital Experience Review
Find out how effective your organisation is at delivering digital customer experience. The Digital Experience Review is a diagnostic service delivered in partnership with Longitude Advisory. We combine expertise across experience design, behaviour change and technology, and assess over 50 digital experience and capability dimensions.
Customer experience
Brand promise
Digital touchpoints
Operations
Technology
Great Customer Experience
Customer needs and expectations are consistently met across all touch points.
Digital Experience
Digital touch points that are seamless, personalised, accessible and easy to use.
Technology
Architecture, capability, strategy and investment to support systems and digital products.
Why a digital review matters
Customers expect seamless, personalised, and efficient experiences across all digital channels, and failing to meet these expectations can lead to lost sales and damage to your brand.
A Digital Experience Review reveals how well your technology, data, and design practices are working together to serve real people.
We expose friction, duplication, and missed opportunities by connecting the dots between customer experience and digital performance.
The result is clarity on where to focus, what to fix, and how to create seamless, scalable experiences that drive loyalty and business growth.
How it works
We will work alongside your team for 6-8 weeks to deliver a three phase review.
Gather
-
Collect and review existing documentation.
-
Interview staff members across different functions.
-
Map current technology in use across the organisation.
Assess
-
Goals and strategy development session with key stakeholders.
-
Roles of technology and digital experience in goals and strategy.
-
Playback initial insights to key stakeholders.
Deliver
-
Playback consolidated insights and recommendations.
-
Tailored action plan and roadmap to achieve goals.
-
Three months implementation support.
Post review support
We will continue to support your organisation over the following three months, as you work towards implementing the roadmap, and realising the value of your digital customer experience.
Great Customer Experience (CX)
Intuitive and seamless experience that delivers on brand promise and meets customer needs.
Digital Experience
Digital touchpoints that are Intuitive, seamless, deliver on brand promise and support the needs of staff and customers.
Technology
Technology architecture, capability, strategy and investment that supports great digital products and systems.
Why a digital review matters
A Digital Experience Review reveals how well your technology, data, and design practices are working together to serve real people.
We connect the dots between customer experience and digital performance, exposing friction, duplication, and missed opportunities.
The result is clarity on where to focus, what to fix, and how to create seamless, scalable experiences that drive loyalty and business growth.
Who is the review for?
For organisations and teams of any size where the following scenarios feel familiar.
Fragmentation and underperformance
Digital channels are not performing as expected, customer experience is disconnected.
Siloes and misalignment
Marketing, product, technology and operations teams are not unified or aligned.
Difficulties building a business case
Resetting your direction of investment is challenging due to a lack of strong evidence.
Digital transformation needs a customer centred view
Customers are now at the centre however leaders are uncertain how to integrate this with technology.
.jpg)
Culture of experimentation
-
A space to test, learn and iterate on new experience concepts
-
Teams empowered to explore bold ideas without disruption
-
A mindset shift to continuous innovation and improvement
Breakthrough insights
-
Deeper understanding of unmet needs and emerging behaviours
-
Early validation of concepts through prototyping and testing
-
Data-driven discovery that fuels smarter, more relevant innovation
Scalable impact & growth
-
A pipeline for turning ideas into measurable business outcomes
-
Systems and partnerships that accelerate innovation
-
Clear link between experience improvement and success
Whats included in CX Innovate?
Our 12 week CX Innovate process includes:
-
Establish an experiment pipeline
-
Create and validate CX concepts
-
Design of CX Innovation Lab
-
Operating and governance models
-
Implementation plan
-
CX Innovation playbook
Who is it for?
C Suite across Executive, Technical and Customer offices, Heads of Operation, Strategy, Transformation and organisations experiencing:
-
Lots of ideas; little evidence to choose where to start
-
Local improvements that don't scale
-
CX Improvements that did not land with customers
-
Stalled transformation with unclear ownership
-
Capability drain
Delivery partner
We are proud to be partnering with Longitude Advisory. Specialists in technology and digital leadership, they help organisations bridge the technology divide, by implementing the right technology for their goals, and guides them towards a strong digital culture.
