Global telco leader in search of relevance
Challenge
With their offering increasingly commoditised, why would consumers prefer one mobile provider to another?
How can physical retail be used to grow what is increasingly a digital business?
How can a physical experience authentically convey corporate purpose?
Work
Working with a wide, cross-discipline client team, we looked at global trends and best practices across sectors & picked directions for development.
Split into smaller groups, we ran four days of workshops, developing & prioritising ideas across omni-channel shopping journeys of several consumer archetypes.
Outcome
Over a hundred experience ideas.
Across Communications, Environments, Operations, Staff behaviour & Tech.
Within distinctive customer journeys (from Initial brand awareness to Post-purchase evaluation).
Prioritised, phased and supported by client teams across markets & seniority.