Digital Strategy 

Q - What is a digital strategy, and why does it matter for our organisation?

A digital strategy defines how your organisation uses digital tools, platforms, and data to achieve its business and service goals. It ensures that your investment in digital aligns with your business vision and customer/market needs and delivers impact and efficiencies. 

Q - We already have digital projects in place — do we still need a strategy?

Yes. A strategy aligns your existing initiatives under a unified vision. The plan will identify gaps, reduce duplication, and ensure that all digital activities work together effectively. The results eliminate the risk of fragmented efforts, wasted investments, and underperforming plans.

Q - How quickly can you assess where we are today?

We start with a discovery process that includes stakeholder interviews, channel and platform audits, data analysis, and customer research. Why? We need to complete an as-is, evidence-based review of your position, and from there, we can make recommendations and develop a roadmap on how to proceed.

Q - Can your strategy work across multiple departments or regions?

Yes. The strategy encompasses your business and its structure. We work across stakeholder groups to understand their areas of responsibility (such as regions and departments) to understand the business and its needs.

Q - How do you involve our internal stakeholders and teams?

We work collaboratively, facilitating workshops and interviews to understand individual needs and expectations. We ensure that your leadership, digital teams, and wider stakeholders are aligned and engaged from day one. Our goal is to embed the strategy within your organisation, and to achieve this, we need the input and support of your key stakeholders.

Q - How long does a digital strategy project typically take?

Strategy engagements range in duration, but most take 8-12 weeks to complete the major consultation and deliver results and recommendations. The timeline also depends on your team's availability - we report weekly to keep everyone up to date. 

Q - What does a digital roadmap include?

The roadmap outlines a phased, priority-based plan of action that includes key projects and initiatives, timelines, governance, and a total cost of ownership model. 

Q - What happens after the strategy is developed?

We support your team in rolling out the recommendations once the strategy is approved. The objective is to deliver the roadmap based on priority and achieve results frequently—no large project with a big bang, but rather frequent releases with key deliverables to demonstrate momentum and deliver results regularly.

Q -  How do we measure the success of a digital strategy?

The strategy has a roadmap with major deliverables focused on bite-sized projects. Success is defined by delivering these projects. Your plan will have global success factors (Global KPIs) and a set of individual KPIs for each milestone/major project deliverable. KPIs typically include delivering new website assets to improve the customer experience, releasing new self-service features to provide operational efficiency, or reducing calls to the call centre by replacing them with online services. Global will focus on customer satisfaction, growth, sales, internal efficiencies, and operational KPIs.  

Q - How does your digital strategy approach differ from a big six/ traditional consultancy?

We combine strategic thinking with deep digital execution experience. We tailor our recommendations to your business and do not roll out a cookie-cutter, premade strategy - yes, you would be amazed at how often this happens. 

You need a strategy that prioritises your goals and is entirely achievable. We deliver a roadmap designed for momentum, grounded in reality, built to work, and sized to utilise your investment in the right places and at the right time - the same people who design the strategy will work with your team to deliver the roadmap.

We would happily meet with you to discuss and showcase evidence of our process, success, and long-term partnerships with our clients.