Change is the only certainty in today’s digital landscape

NEWS / 3rd September 2019

This year marks ORM’s 20th anniversary, and during the last two decades we have witnessed and experienced immense change.

Back then, no one predicted that we’d all be walking around with supercomputers in our pockets. When we formed, Nokia dominated the phone scene and the iPhone wouldn’t be invented for another eight years in 2007.

Casting my mind back to when we started, our mission was all about bringing great design and experience to the web. We still believe in this today, and we are on a constant quest to put the customer at the heart of everything we build and design. 

We always think about the customer and the user needs, motivations and pain points. And we’re pleased to see that a lot of businesses – including industry laggards – have joined us in becoming customer-centric too.

Although ORM’s values over the years have stayed constant, we have had to adapt and evolve our mission to the needs of our clients. Today, we want to help the brands we work with achieve their digital freedom. But what does this mean?

  • We believe digital channels offer businesses four key opportunities: 
  • Stronger engagement with their customers
  • Growth opportunities through increased market share and revenue
  • Cost savings through efficiency and automation
  • A better understanding of customers through the data

The brands we work with can be complex organisations – they have multi-channel customer journeys, multiple products and usually operate in multiple territories. They can have legacy tech stacks and data systems, plus many operate in heavily regulated industries.

The purpose of ORM today is to help these organisations navigate internal complexities, to help them make the right decisions and build the right customer-facing technology. 

Although much of our work is digital advisory and consultancy, the tangible things we create are apps, websites, touchscreens – and any sort of digital tech that our client’s customers and employees will interact with. Not only that, we’re also building the middleware platforms underneath these interfaces to connect to other business systems and data.

During the last 20 years, we’ve been privileged to grow up and be part of the digital revolution. During this time, every industry has been touched by digital and only one thing has been certain – change: behavioural change in us, societal change, geopolitical and economic change.

Behaviourally, we’ve completely changed. The way we consume TV, or any sort of media, and how we make payments or communicate and socialise, has also changed dramatically.

We have matured as digital consumers. We’re all now used to services such as Uber or Spotify. These types of pure-play digital companies have changed our expectations too. We want that same level of service and ease we have with these brands with every other brand we’re interacting with, too. So when brands fail to provide that experience or convenience, we get disappointed. If brands don’t provide the right information in real-time it becomes a problem – a brand reputation problem.

ORM is working with companies to help keep them remain relevant and solve new business challenges. A few years ago, we were helping to build our clients’ channels – we were building apps, and we were building websites – but the channels weren’t really connected. Thanks to technological advancements we are now able to build our platforms that integrate across channels and that deliver a better brand and seamless customer experience.

As part of this evolution, we are helping our clients engage with other providers – helping them to form the partnerships they need to operate in Industry 4.0, as well as connecting the technologies to provide the best experience to their customers as well.

We are all part of the continual digital evolution, and more change is to come around the corner. Looking to the near future we see 5G on the horizon, we expect this to transform our ways of living and working once again, as data transfers at lightning speed, paving the way for autonomous vehicles and AI. Faster computer processing will also enable us to integrate AI within our platforms and systems – so expect to see more demand-responsive transport and smart infrastructure piloted across many regions. 

However, we don’t have a crystal ball to predict what technologies will come next and be  prevalent in our industries, but we can make a good guess. So ORM has to consider these new technologies, to integrate and build the interfaces to help our clients to connect with their customers better – on all the new touchpoints that will emerge.

Nowadays, it’s hard to define whether ORM is a consultancy or an agency, however, we prefer to be known as a digital partner. We work together with our clients as one team, to accelerate their evolution through our digital consulting, platform & product creation, optimisation & support services.

Come and find out more about how we can help your organisation achieve digital freedom for the future.

Peter Gough Peter Gough Managing Partner & Founder Peter Gough