Digital

Digital

The knowledge and the Journeys

In our post digital world, the power balance has shifted from organizations to individuals. This statement is true whether the individual is a customer, an employee or a citizen. Formerly, individuals were forced to follow rules, processes and customer paths imposed by organizations structured in silos. Today, the individual has regained power and is happy to find his own way about how he interacts with companies.

Every day he invents new use cases, expresses himself more freely, far away from established rules. He assembles the tools and processes that are offered to create his own experience and his own journey. As a customer, he imposes his opinions and values, ​​and obliges brands to adapt and renew themselves permanently: in their products, in their branding and in how they match the customers' journey.

We have entered the age of personalization, dialogue and client intimacy. To do this, companies must constantly refine their customer knowledge, and deduce more practical, relevant, attractive and seducing trajectories out of it.

Solutions

Solutions

B&D has a complete set of competencies to assist organizations in their necessary transformation.

  • Customer Engagement
    • Organizations have understood that working on customer loyalty has become crucial nowadays. It is important to offer a consistent and smooth customer journey across different channels.
    • We have substantial experience with different customer engagement platforms, as well as with best of breed solutions. We have also learnt how to combine and integrate solutions into an overall architecture. 
    • Customer data expertise is crucial for a personalized and fitting customer journey, and monitoring & measurement is necessary for continuous optimization.
  • Web & Mobile
    • Our digital capabilities include web & mobile design and development expertise, to create communication platforms between our clients and their stakeholders (employees, customers, others).
    • Our designers often work in team with our Customer Engagement and Process Solutions team, to foster customer journey consistency.
  • Service Center
    • At B&D, we attach a high value to our own customer intimacy. We want to build long-term partnerships with our customers, in all phases of their business projects.
    • In this perspective, our service center tackles corrective and evolutive maintenance, assistance and training, and even operations (e.g. execution of marketing actions, audience selections, …).

Digital Whitepaper