Seamless digital experiences
We help our clients create frictionless digital experiences for their customers and employees, resulting in seamless omnichannel experiences
Multi-channel business models create friction
Multi-channel business models make a single view of the customer harder to develop, but they are an essential component of personalising customer experience. As a result, organisations are often operating with a fragmented view of their customers and data silo from existing customers.
Customers and employees expect to be able to use multiple devices
The growing numbers of people working remotely means that more employees need access to the same systems they have access to in the office. In some situations, the same systems need to be accessed by customers as well as employees. Managing user identities and access to IT resources has never been more important as organisations increasingly turn to cloud services and mobile apps to empower mobility and scalability. Ensuring employees and customers can access applications and data from multiple devices and locations, without compromising security, is a cornerstone of digital transformation.
"The most important thing is to reduce friction, making it easy for people to sign in and transact. Everyone is trying to bridge that gap between physical and digital. You need solutions that allow you to do just that; once this is in place, that’s when superior personalisation, loyalty and monetisation of customer data becomes second nature"Alan Walsh, CEO, Amido
How identity drives effective personalisation, customer acquisition and friction-free sign-in
More customer data is available than ever before, but it is fragmented over various sites and services. While the concept of personalisation has existed for years, it has often been implemented poorly. Today, businesses in every sector are seeking competitive advantage from deeper customer engagement and loyalty. Personalisation done well is a surprising delight, giving users appropriate information at an appropriate time and place. At the very least, it should function as an unnoticed nudge towards action.
Personalisation can also be an effective tool for customer acquisition. Giving site visitors a friction-free, seamless and personalised experience – regardless of channel – quickly converts them to customers. Context is the difference between delight and frustration. It is the sum of the users’ current circumstances and behaviour patterns. Taken together and used wisely, context can create loyal customers and advocates. But, if important elements are unknown, if context is misunderstood or misused, it creates frustration. Without appropriate context, attempts at personalisation appear either pointlessly superficial or creepily intrusive.
How we create frictionless digital experiences
Whilst working with organisations from a variety of industries, we have developed a number of specialisms that we believe are key elements in creating seamless digital experience for employees and customers.
Other business problems we solve
Driving growth and delivering competitive advantage
Deeper insights into customer behaviour, product performance and market opportunitiesRead more
Enabling innovation that delivers business value
Giving organisations the freedom and flexibility to adopt new technologies and roll out new servicesRead more
Frictionless digital experiences for customers, partners and employees
Creating secure, intuitive and user centred systems that remove friction, drive engagement and increase efficiencyRead more
Future proofed platforms for business agility
Moving organisations away from monolithic systems to microservices to give organisations technical independence and agilityRead more