Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Published on 28 November 2024

Planning for digital

In today’s world consumers expect to be able to contact brands through their preferred channels, at a time that suits them, and seamlessly transition between channels. Likewise, organisations want to integrate digital channels into their business strategy to foster brand loyalty and encourage repeat business. Strategic planning for the digital landscape is therefore key for companies to meet both customer and business needs.

When embarking on digital planning, you must first define what your organisation’s digital landscape should look like and its purpose:

Identify which digital channels are aligned with your business
Understand your customers’ expectations regarding channels
Map out all digital touchpoints for customer interactions
Consider expanding digital channels to help reach a broader audience
Recognise that certain channels cater to specific demographics.