Buzz > Digital Customer Experience
Digital is not just your organizational website(s) or Facebook page (though those are two components of digital). Digital should be framed as a transformative enabler that allows organizations to: Engage customers in a two-way dialogue Change the way your organization delivers products and services Collect business intelligence. Let me expand on each of these points: Engage More »
Posted in Customer Journey.
If you want to have the competitive advantage in your industry, country or globally then you need to know what everyone else is doing out there – and I mean everyone else, not just your direct competitors. While it is super critical to keep your finger on the pulse of your direct competitors, and to More »
Posted in delvinia, User Experience.
Amy Sullivan, Delvinia’s VP of Insights, is among the speakers presenting at the 4th Reinventing Customer Service Conference being hosted by Federated Press next week. The three-day conference, which takes place from February 5-7 at the Novotel Toronto Centre Hotel, focuses on “maximizing the opportunities and overcoming the pitfalls in an era when the consumer More »
Posted in Speaking Engagements.
In this, the last installment of our three-part series, I’ll explain the final stage in our process: action. My name is Charles Sue-Wah-Sing and I head our design practice here at Delvinia. I work closely with the practice heads and team leads to deliver the final designs and execution on client projects. It’s time to More »
Posted in Uncategorized.
In Part One of our series, we introduced the first part of Delvinia’s three-part process: insight. In this second installment, we extend the examples to illustrate how and why we tackle digital strategy on behalf of our clients. I’m Rosalina Lin-Allen and I head our strategy practice. I work closely with the practice heads and More »
Posted in Uncategorized.
Brands face big challenges today. Data overload, hyper-connected customers and technology that’s changing faster than ever before. We apply a customer-centric, insight driven methodology to design as a means to empower organizations to meet their business needs. Over the years we’ve refined a three-part process that is straightforward and effective: insight, strategy and action. To More »
Posted in Uncategorized.
The intersection between digital, social and physical experiences. This past weekend the family and I headed into the city for the annual Toronto Santa Claus parade, which according to the organizers is the largest in North America. As part of the total experience we rode the GO train into the city. The kids loved it! More »
Posted in Customer Journey, Experience Design, Screens & Places.
The intersection between digital, social and physical experiences. It’s hard to go anywhere these days and not see a digital screen. Big screens and little screens are quickly becoming embedded in every aspect of our daily lives. Next time you travel to work just count the number of screens (e.g. digital billboards, smartphones) you see and/or interact More »
Posted in Customer Journey, Mobile, Screens & Places, User Experience.
Did you know that 40 per cent of Canadians are using the camera on their smartphone to take pictures of products while shopping, 64 per cent stay up-to-date with a brand via social media, and 39 per cent reviewed and rated a product or service online during the past month? * The ways in which More »
Posted in Customer Journey.
We’ve worked with a number of insurance providers over the past few years to help them redesign their websites, including Coverme.com, CaaLife.ca and CaaHealth.ca. In each case, the changes we’ve helped to implement have had great results—CoverMe.com even won an International Business Award last year—and have helped to address the needs of customers at each More »
Posted in Experience Design.
