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Deloitte Digital case study: Define strategy

Cross channels user experience harmonisation

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A large public entity in Luxembourg wanted to guarantee the consistency of their client’s digital experiences throughout the different channels by integrating a strong digital orientation into the relationship with their clients. The main constraints imposed by the client were the real time knowledge of client behaviour based on data aggregation, the respect of data privacy regulation, the use of new technologies and the design of services from outside.


Deloitte led a series of workshops with the clients based on the following approach:

  • Inspiration and maturity assessment with different lines of business
  • Digital vision and initial digital strategy with CIO and Marketing
  • Digital strategy refinement with lines of business, incl. target operating model
  • Definition of the digital roadmap and business case


  • Digital vision
  • Digital value proposition for the client
  • Digital target operating model (organisation, capability model, technology)
  • Digital roadmap and business case

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