ORM’S digital consulting team act as trusted advisors to our clients. We have significant experience in successfully planning and defining transformative programmes of work for the likes of GWR, Aviva Investors, Arriva and Artemis.
Our digital strategy and consultancy services focus on 5 themes:
We align your current and future business objectives with those of your digital strategy. How do you want digital technology to create competitive advantage for you? What’s the business opportunity and what are the priorities that will drive real value, rather than creating noise?
Through senior stakeholder interviews and co-creation workshops we change perceptions about what digital can achieve, and help you develop a shared, actionable plan for success – including developing your digital mission statement, business objectives, target audiences and KPI framework.
Customer experience consulting
CX often focuses on the “front end” experience, but we provide a more holistic approach. As well as customer journey definition and journey mapping activities we look at how your products and services need to be re-aligned to meet these journeys, what content and relationship management changes you need to make to achieve these wins and also what your back office proposition and “author experience” needs to be, so you can engage with customers more effectively. This allows us to create product backlogs that are grounded in business efficiency and effectiveness as well as customer satisfaction enhancement.
Technology consulting services
Without the right technology stack no business will be able to deliver against its digital transformation wish list. Using your digital business objectives and customers’ experience needs, we will help you choose the right platform and tools to power your digital strategy – from content management, to personalisation, marketing automation and digital relationship management. We’ll help you undertake supplier evaluations and develop business cases and specifications for the best solution, based upon return on investment rather than professional opinion.
Data should be at the heart of any digital consulting engagement. With timely, personalised communications a differentiator for most brands, being able to tie multiple data sources together to provide a single customer view which truly anticipates user needs is the holy grail for most organisations. However, even now very few achieve it. We help you understand the data you need to deliver your digital business objectives, how it aligns to your KPIs and who in your organisation holds it. We’ll undertake a gap analysis, help you define your data collection and capture strategy, choose the right tools to manage your data and assign responsibilities for governance and data protection.
Operational planning and risk analysis
Digital transformation doesn’t succeed if it’s only a cosmetic, user-experience focused exercise. It means a fundamental change in business thinking. Often that also means change in operational processes, governance, team structure and internal brand culture. Our digital consultants help you define and navigate these changes, by mapping out your current ways of doing things and the new “Target Operating Model” that arises out the digital programme being defined. We’ll provide a risk analysis for the transformation, potential mitigations and where appropriate, (for example internal training or marketing) help you deliver these.