Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Thought Innovation 18 Feb 2016
Defining an audience and customer
experience for a global consultancy
A business service off...
Thought Innovation 18 Feb 2016
Delivery of digital identity for the Post Office
The Post Office is one of a select group o...
Thought Innovation 18 Feb 2016
Building on a existing consumer focused business model
The team at KPMG were looking to evo...
Upcoming SlideShare
Loading in …5
×

Dwain Thomas 2016 KPMG Post Office

59 views

Published on

  • Be the first to comment

  • Be the first to like this

Dwain Thomas 2016 KPMG Post Office

  1. 1. Thought Innovation 18 Feb 2016 Defining an audience and customer experience for a global consultancy A business service offering was experiencing high competition and rising acquisition costs for their personal insolvency business in Scotland. Defining the current audiences along with developing a value proposition was the main criteria of the discovery stage, leading into a digital environment where content and CTAs were developed to drive interested viewers to contact directly. Experience and Innovation 1 Innovation Thought Innovation was born with from years of experience in matching strategic insights, technical innovation, brand/ creative design to create the ultimate customer experience. Emerging Channels Mobile is growing as the primary screen for most adults. Research from Weve has found that 28 per cent of the UK population now consider smartphones as their first and most important screen, rising to 46 per cent of 18 to 34s. Using Data Effectively for Customer Experience The automated marketing platforms gaining popularity with large corporate marketing teams require skills beyond communications. Technical requirements for understanding the complexities of data mining, tagging and information flow to best utilise customer insights means businesses need to hire experienced team members to harness the power of the platforms. DWAIN THOMAS Experience | Clients | Case studies
  2. 2. Thought Innovation 18 Feb 2016 Delivery of digital identity for the Post Office The Post Office is one of a select group of trusted brands to offer customers the option of creating a digital identity online, utilising their 150 years of managing complex customer data with the right safeguards in place to mitigate the risks of fraud. Working with the internal teams and .GOV, we defined the audiences, mapped the customer journeys which shaped the site architecture utilising the existing template within the CMS platform. The images and content were developed and managed by the internal build team within the Post Office. Experience and Innovation 2 Increased USVs by 17% Data and analytics focused 8 points above KPI target
  3. 3. Thought Innovation 18 Feb 2016 Building on a existing consumer focused business model The team at KPMG were looking to evolve their initial site following the launch in January better utilising the backend solution of Oracle Eloqua. The primary goal objective was to increase site traffic, facilitate easier conversions and build awareness of the business proposition. Working alongside multiple agencies, the initial rebuilding of the site included an overhaul of brand, the previous information architecture and an evolution of the entire UX structure. Team workshops identified the areas where new information was required and external research identified the wants and needs of the audiences when they were onsite looking for initial information. Client testimonial Paul Gillooly - Commercial Development Director, Emerging Products BSkyB Dwain is an extremely senior digital and marketing strategist. He brought extraordinary experience to his role at Sky and made a significant difference to the project he was engaged on. He is also a great guy who everyone enjoyed working with. A pleasure to work with. February 15, 2012, Paul managed Dwain indirectly at BSkyB Experience and Innovation 3

×