Go to JAKALA website

FFW is now part of JAKALA’s group.

Sandwich

Copenhagen

Odense

Denmark.

Berlin

Hamburg

Düsseldorf

Germany.

Paris

Strasbourg

France.

Dnipro

Mykolaiv

Ukraine.

Chisinau

Moldova.

Sofia

Veliko Tarnovo

Gabrovo 

Plovdiv

Bulgaria.

Hanoi

Vietnam.

Boise

New Jersey

USA.

Bukarest

Romania.

Vienna

Austria.

Home

About

Work

Services

Insights

Contact

English

Dansk

Français

Deutsch

English UK

A couple of years ago consultancies all over the world, big or small, have all been saying the same thing: organizations and brands are missing their digital transformation goals. In July 2019, <a href="https://www.mckinsey.com/business-functions/transformation/our-insights/why-do-most-transformations-fail-a-conversation-with-harry-robinson">McKinsey reported</a> that 70 percent of digital transformations fail.
And then, at the beginning of 2020, COVID happened. 
In the course of a few months organizations and brands abruptly turned towards digital to maintain existing audiences and draw new ones. E-commerce has been super-charged by the pandemic and digital experiences – such as online fitness classes, concerts, wine tasting and so on – have drawn in entirely new audiences.
Thinking beyond the pandemic, how should organizations and brands plan for ongoing online demand? Should they rethink about the role of digital commerce, their content needs and what the digital experience means for the customer journey? To help frame that discussion, in the remainder of this post, I talk about the 5 Cs of digital experience in a post-COVID world.
<h4>Content</h4>
First C stands for content. What has always been true, content being king, remains true for a post-COVID digital-first world. As people use a myriad of platforms to interact, organizations are required to create more content to reach their audiences. Creating, managing and delivering content for a variety of purposes and a variety of media becomes very important. Organizations need to deploy more complex strategies to mix audience awareness, acquisition and conversions. Audiences are flocking to digital marketplaces and content-wise they are still important to surface brand content. After COVID, owned channels, such as apps and websites, will be vital for the overarching content strategy.
<h4>Customer</h4>
Thinking across the spectrum of devices and touchpoints available today, it’s never been easier for customers to digitally interact and engage with organizations of all types and sizes. The pandemic forced many people to digital channels, who now are familiarized with digital and will continue to engage digitally. This has created a unique opportunity for organizations to acquire first-party customer data, tweak the customer experience to meet expectations, and invest in retaining customers and increasing customer satisfaction. To do that, organizations need to think about their digital strategy in a cascading manner. Using paid/earned channels for awareness and customer acquisition and move to own channels for conversion, retention and engagement. The latter requires having the right tools too. Investing in tools that can orchestrate complex workflows and connect to clients in different ways (email, sms, social, offline, etc) is key to maximize the success of digital strategy.
<h4>Commerce</h4>
We are at the start of a new era of retail experiences that go beyond using digital to simply reinforce physical experiences. Instead, the new focus is on maximizing design and data to construct more inventive, creative, and inspirational experiences, both online and offline, and finding ways to bring the best of both together so that customers convert. Digital commerce champions in B2C, whether in marketplaces (such as Amazon, Google Shopping, etc) or in their own channels, will reach more customers directly. Organizations with complex products or B2B services need to invest extra in digital sales channels to capture client value. New payment options will draw even more audiences to buying online (think about the buy now, pay later service used by several retailers). It’s not about having a digital commerce strategy, but how long will you last without one.
<h4>Consolidation</h4>
With multiple touch points for digital sales and customer engagement, organizations often end up with too much data, scattered in several systems and uninterpretable. The key is to harmonize data, filter out noise, and consolidate the data into a single dataset. It  doesn't matter whether consolidation happens in your DXP software, CRM, specialized business intelligence applications or even a Google Data Studio dashboard, as long as all available data is transformed into one consolidated dataset. That consolidated dataset is essentially your apples-to- apples format that is needed for analysis of the data which can surface competitive advantages. Automation obviously, plays a big role and having the right skills for data analysis too. Organizations and brands that start understanding and using their data will have an advantage over their competition.   
<h4>Capabilities</h4>
To organize content, reach audiences, and manage digital experiences, organizations and brands rely on tools, Digital Experience Platforms (DXPs) that provide these capabilities. Therefore, the selection of tools is a central activity affecting digital growth and is influenced both by the <a href="https://ffwagency.com/insights/blog/open-source-software-cmos-competitive-advantage">CMO</a> and the <a href="https://ffwagency.com/insights/blog/open-source-software-cios-competitive-advantage">CIO</a>. Organizations and brands are moving away from traditional integrated platforms in favor of a best-of-breed approach, in which the DXP is a suite comprimised of different tools and software each uniquely selected based on the best fit for their organisational landscape. Gartner came up with a clever name: The composable DXP. Organizations and brands investing in best-of-breed approaches have the ability to start with what they need and scale their operations as they increase their digital maturity.
<h4>Conclusions</h4>
With COVID almost behind us, organizations and brands need to get ready for the next step of digital evolution and meet the ongoing online demand of a growing digital-savvy user base. As organizations and brands intensify their digital transformation projects they need to pay attention to the 5Cs of digital experience: Content, Customer, Commerce, Consolidation and Capabilities.
As with any transition, organizations and brands need to learn from past failure so that their efforts are successful. In short, they need a clear vision and strong leadership invested in the digital vision to get buy-in, acquire the necessary skills to make things happen, and put in place change management processes to manage the process and track progress.

The 5Cs of digital experience in a post-COVID world

Thought

FFW Awarded 'Top Workplace USA' Honor

MFEs – a solution for scaling development

How we killed the website replatform

Open-source software: A CMO’s competitive advantage

7 Things to Think About Before Starting a New Drupal Project

How to redesign your digital presence in 2020

CCPA vs. GDPR

What Personalization is not

Projects no longer in office? How to lead a remote project management team

How to keep your sales team productive during a crisis

Lead a remote marketing team and improve communication

10 things to try when leading a remote design and creative team

Trust. Transparency. Adaptability

37 best practices for leading remote teams

Covid-19 and online banking: Your website = #1 branch

Future-proof and remote-proof your site with continuous development

Free learning resources to consider while stuck at home

Drupal community raises $500,000 in record time

Building Platforms for Millions with NBC Sports Digital

Acquia DXP: Solve silos. Create winning experiences

Better Drupal Page Building with Acquia Site Studio

WomenLift Health: A strong web presence during COVID-19

Scale your content operations with Acquia Drupal Cloud

Acquia Marketing Cloud: A 360 view of your customers

Headless CMS 101

VENN and FFW develop high experience digital platform

Life Returns To Normalcy, Here's Why Business Never Will

KPIs: Benchmarks for Digital Success

Better data quality through automated testing

Supporting the Empowerment of Women in Tech

She believed she could, so she did

How Best of Breed Can Build a Better Customer Experience

How to Make Your Next Website Redesign as Painless as Possible

Calming Content Chaos with Contentful

How Drupal Manages Content for Your Customers' Entire DX

How to Set up a Good User Research Interview

It's a New Year...But Are You Feeling Stuck?

Drupal 8: End-of-Life on November 2, 2021

Flip the Narrative on Accessibility

Why It Makes Sense (and Cents) to Incorporate Accessibility Best Practices

FFW Partners with Digital Asset Mgt Provider, MediaValet

Accessibility in Action

How to Build Your Digital Estate Strategy to Scale

FFW Awarded 'Top Digital Agency' Honor

FFW Adds to World-Leading Acquia Expertise

Investing in the Health of Remote (and In-Person) Teams

4 Key Trends that will influence Technical Decision Making

How WebOps Moves Your Mission Forward

How to Build a University Website That Actually Works

About asteroids, ice cream and lots of good talks

Supporting the Next Generation of Tech

Web accessibility raises brand recognition

Dynamic Without Limits: 2022 Next.js Event Recap

Women in Drupal Awards 2022

3 Reasons That Discovery Is Vital To Your Next Redesign

Multi-Site Approach: Save, Scale, and Build Loyalty

FFW Honored With 2022 Acquia Engage Award

Accessibility. What it is. Why it matters.

What is a DXP?

How Higher Ed Can Improve Analytics Governance with GA4

What is Continuous Development?

Drupal 9 end-of-life – not the end of the world

What is Personalization?

FFW & IES Abroad Honored with Webby Award For Best Website Structure

Decoding Technical Jargon

Contentful Storylines: The future of content storytelling

Unlocking the Power of Vertical Slicing

How to Optimize Personalization On a Website

Acquia Engage Awards 2023

FFW presents Women in Drupal Award 2023

Expert Tips for Efficient URL Mapping with ChatGPT-3.5

FFW and Clients Celebrate Three Acquia Engage Award Wins

Navigating Key Technical Decisions in a world of complex digital platforms

Navigating Headless: Is It Right for Your Next Web Project?

Artificial Intelligence in Drupal

JAKALA celebrates 24 years of excellence

MVPs - A deep dive into their challenges and potentials 

The 5Cs of digital experience in a post-COVID world

January 20th, 2022