Customer Strategy

Bring us your most complex and difficult marketing challenges. Our experienced consultants work with you to understand the issues and explore solutions. We balance our fresh, leading-edge digital knowledge with an understanding of your priorities, ensuring what’s achievable aligns with your business goals.

Businesses come to us because they want guidance from someone who knows the ropes. Working across industries and sectors, our teams help organisations solve customer marketing challenges fast by offering expertise in data, technology and customer engagement. As customer marketing evolves at an unprecedented pace, our focus on innovation means we can help organisations develop their customer marketing strategy with an eye on the future, empowering them to rapidly adapt and excel to meet consumer and market opportunities.

Customer experience and journey planning

Your customers’ experience and how it makes them feel can be the difference between a customer choosing to purchase from you or your competitor. Working with your organisation to help you identify where the customer experience falls short, be it brand experience, customer marketing, propositions, product usability or brand affinity. Highlighting the expectation, the reality, and the potential impact on your business, we will work with you on an optimisation programme which includes defining customer journeys, embedding personalisation and selecting the right technology.

Delivering personalisation at scale

With organisations competing to gain the consumer’s attention, personalisation of communication is becoming a key differentiator. Using data and technology to create consistent 1:1 personalisation is challenging. Personalisation is achieved when direct communications match the needs, interests and preferences of the recipient. This may relate to the timing that the message is received, the channel used, the offer included, and the message communicated. Through a process of continual improvements and testing in targeting, data usage, message creation, we work with you to create individually tailored messages, helping increase customer loyalty whilst delivering commercial benefit.

Defining success for your business

Go to market strategy and planning

Entering new markets requires detailed gathering of insight, planning and assessment. To mitigate risks and ensure opportunities are maximised, we partner organisations to define customer centric strategies and viable roadmaps to bring your product or service launch to fruition. By providing insight on the market and working together with brands to define their proposition and messaging, we’ll innovate a robust go-to-market model. Advising on data and technology-based solutions that can respond fluidly to constantly evolving markets, so you can enter a new market confident of success.

Channel performance and optimisation

The right mix of channels can secure your business’ success, providing they are generating the right outcomes. But determining what those outcomes are and how they measure up against competitors can be a challenge. Using our wealth of expertise, we’ll help you define what success looks like for your business, and the levers to use to impact performance metrics. In partnership with you, we’ll customise channel-specific strategies to increase volume and quality of leads from Paid Media, Affiliates and CRM, so you can rest assured you’re optimising every channel.

Our relationship helps us focus on driving marketing agility and delivering customer centric, hyper-relevant shopping experiences.

Stephen Shawcross, Senior Global CRM Manager, Hotter Shoes

Using their knowledge and intelligence, CACI have pieced together a strong and coherent roadmap for improved customer experience.

Richard Glassborow, Direct Distribution and Marketing Director, Bupa UK Insurance


Campaign Operations

Deliver engaging communications underpinned by seamless campaign migration & optimised operations.

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Marketing Technology Strategy and Architecture

Our experts can help you create an innovative and future-proof technology eco-system.

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Managed Services

Harness our deep marketing and technology expertise and innovation to enhance customer experiences.

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Creative Services

Innovative meaningful ways to tell brand stories that puts the customer experience first.

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Data Management and Integration Solutions

Meet the challenges of complex data and silo'ed systems head-on with our specialist solutions.

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Case studies Case studies

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Case study
Case study

How Estée Lauder harness the “beauty of data” to transform their customer experience

Simon Gray
5 Mar 2024

Uncovering consumers’ leisure priorities in the festive period

Arabella Dalloz
13 Dec 2023

Travel spend behaviours that will redefine your customer strategies

Kulvin Kailey
3 Nov 2023

Travel sector hurdles and the promise of digital marketing and personalisation

Paul Sene
9 Oct 2023

Using CDP to design a successful business operating model

Paul Moss
3 Oct 2023

How Braze’s Canvas components personalise marketing journeys

Arman Hamid
27 Sep 2023