Elevating the customer experience (CX)

Ambition
Tasked with creating a foundational framework for understanding the social media experience, Deloitte conducted equity-centered research for the African American and LGBTQIA+ communities on difficult topics of identity and community online.

Action
Deloitte leveraged these capabilities to help the company achieve its goal:

• Ethnology
• Poly-cultural research
• Storytelling

Achievement

The work helped develop a language system with a foundational experience framework to address social media opportunities and blind spots. The project also helped executives stay ahead of the social implications of intersectionality.

Ambition
Tasked with growing digital engagement for the league, we led a strategy-first effort to design new experiences to improve the client’s connection with its fans.

Action
Deloitte’s scope of work included:

• Creating a digital road map that mapped the strategy for expanding and redesigning the online experience.
• Developing a comprehensive new design system that defined design principles and guidelines that became a North Star true to the client’s voice.
• Executing and testing a new user experience and interface that brought the players to the forefront of the storytelling.

Achievement
This project gave the league an entirely new strategy, design system, and comprehensive digital experiences for a new website. The website was primed with clearer information architecture, more scintillating creative, and a greater focus on the players.

Ambition
A leading global business publisher set an ambition to be the most trusted news publication and to use that trust to fuel growth in membership and engagement. In understanding and building trust at an individual level, it hoped to establish deeper, longer-lasting relationships with customers.

Action
Deloitte conducted the TrustID survey with current, former, and prospective customers and leveraged first-party customer behavior to predict customer trust. The team then generated next-best actions, a learning algorithm to drive improved outcomes.

Achievement
The project led to a:

• 3x increase in effectiveness at identifying and targeting low-trust customers.
• 33% increase in customer trust.
• 14% increase in website traffic.
• 5% decrease in subscriber churn.

Ambition
Faced with accelerating ecosystem lock-in in the connected device space, a multinational tech company sought to understand what value proposition, product features, and bundled services would help build loyalty for their growing product ecosystem.

Action
Deloitte conducted an ecosystem-level benchmarking assessment based on a robust market scan across a range of resources using these capabilities:

• Competitor benchmarking
• Growth strategy
• Value proposition

Achievement
The work provided product teams with an ecosystem-level connected device proposition and feature-level recommendations to inform product road maps.