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.