How to connect with your customer: omnichannel experience & e-commerce

UX & design

Experience design isn’t about building a good-looking website. It is about translating the visitor’s actual needs at every step in the customer journey into an intuitive surfing experience. Discover why UX & design are key to engaging users.

Creating the right content for the right persona is a must. Based on captured insights, we map your existing content onto the content needs of each persona. Using a solid content marketing approach, we build a website that delivers the information and stories your users are looking for.
Based on the content inventory, we build an information architecture that ensures content is accessible through intuitive click paths.
Wireframing involves building the skeleton of the website and discussing functionalities and experience independently from colours and images. These can then be assembled into a clickable prototype for user testing.
Last but not least, we develop a visual identity that reflects your brand identity and supports the click paths of the users and your conversion goals. An engaging design is about so much more than pretty pictures.

with 88% of organizations delivering multichannel customer experiences, yours must be truly excellent, consistent and simple in order to compete. Discover how we can help you build valuable relationships throughout the entire customer journey

Omnichannel platforms

Offer a single, unified experience to your customers – no matter which channel they use

With the right omnichannel platform, you can deliver the “buy anywhere, fulfil anywhere” experience that customers expect today.

Delivering an omnichannel experience may be a challenging task, but the right platform simplifies integration and provides a more cohesive and personalized experience across all touch points. What you get is a ‘single source of truth’ solution that accelerates business decision-making.
Customers have become used to receiving individual attention from brands. They want to feel valued and appreciated. To pull this off, you need to know your customers to the core by combining data and information that resides across your organization.
Creating an omnichannel approach is not simply the domain of the marketing department. It is just as much about organizational alignment and strategy as it is about technology.
Becoming a customer-centric organization that lives and breathes omnichannel does not happen overnight. Our agile approach allows you to start quickly but realistically. Together, we tackle this daunting challenge step by step, in manageable phases.

Quick-Step: a solid base for future-proof customer engagement

Ordering online at La Lorraine Bakery Group is a piece of cake!

AVEVE: Customer first!

Bekaert and delaware explore how XR can optimize the production process

JLL gets closer to its customers thanks to a ‘glocalized’ version of Dynamics CRM

Customer engagement & commerce

Deliver intelligent, trustworthy customer experiences across all channels

Customer engagement & commerce is about creating consistent, high-quality, personalized customer experiences both online and offline in order to build strong, lifelong client relationships.

Before you do anything, ask yourself why your company should take an omnichannel approach, and what that means for you. Do you really need a mobile app? What incentive will you offer to customers who go through the trouble of downloading it?

No matter where you are in your journey to omnichannel-greatness, our team of experts at delaware’s got you covered. We make an assessment of your current situation, and help you define a preferred outcome. Subsequently, we set up a tailor-made roadmap that includes the technicalities as well as change management and training. Then, we can make the switch to creating a solid IT architecture that will work for you and your customers.

Identity management

Understand your customers and turn them into loyal brand advocates via seamless experiences

Identity management is about creating a single user profile for each customer, starting from their first interaction with your enterprise, which then allows you to offer smooth and personalized customer experiences across all of your channels.

Increase conversion by identifying your customers at their point of entry and offering them tailored products and services. Tying user identity data to purchasing behaviours allows you to optimize your audience segmentation and acquisition campaigns.
Know your customers to the core. Sending personalized content at any point in their journey, setting-up well-suited loyalty programs and rewarding brand ambassadorship ensures lifetime value and loyalty.
Using an identity management platform will help you collect and manage identity data in an organized and actionable way. Each single user profile contains the preferences, behaviour and consent information of one customer.
Let shoppers share their experiences across your site and social networks and empower them to become brand ambassadors. User-generated content shapes your brand identity, builds credibility and drives product discovery.

Dynamics & delaware: a SMART solution for service organizations

The digital transformation of the professional services industry has accelerated immensely in recent years. However, the rapid shift towards remote and hybrid work environments has also revealed critical gaps in many organizations’ connectivity. Expert project governance is crucial to adapt to those new ways of collaborating, improve performance and safeguard customer loyalty. Microsoft Dynamics 365 and delaware’s SMART solutions for professional services make sure organizations don’t drown in a sea of applications. read more

Stay ahead of the game with these marketing automation trends

In a world where efficiency and personalization reign, marketing technology has become the driving force behind (digital) success. It’s crucial for businesses to stay on top of current trends, tools and strategies to remain competitive in today’s ever-evolving and highly competitive marketing landscape. Are you keeping up? Don’t ignore marketing automation trends and solutions if outperforming your competitors is on your to do-list. read more

Orchestrating the digital experience: the rise of the composable DXP

As customers, we expect our interactions with companies to be natural and cohesive – even when switching between channels. And thanks to the digital experience platform or DXP, they often are. But in today’s fast-paced digital world, with its onslaught of new technologies and changing expectations, something even more powerful and flexible is needed. Welcome to the era of the composable DXP. read more

Commercial Performance Optimization (CPO): targets and expectations

Setting the right commercial targets is crucial for success. But knowing which targets to set – and how to achieve them – can be challenging. Commercial Performance Optimization (CPO) is a great way to define and refine your objectives and track your progress. Driven by data, CPO helps you focus on what matters and take relevant actions. Here’s how. read more

Omnichannel Experience