Digital Marketing - Assignment

Group 5 (Section C)
Akansha Nigam (160103012)
Abhishek Sharma (160103006)
Mahadev Pare(160201034)
Ashutosh Goel (160103037)
Prashant Kumar (160103099)
Chetan Chauhan (160201119)
Himaanshu Dikshit (160101167)
Sanket Kakkad (16010)
 What is Digital customer experience?
It includes only those experienced
through a digital interface, like a
computer, tablet, or smartphone
Examples: Researching a product
online, using a mobile app to find a
stores nearest location, searching for
tech support information on a
smartphone
According to a research done by
Capgemini, over 80% of consumers are
willing to pay more for a better
experience

Key connections for an all-round digital customer experience

 Key skills of a Digital Customer Service Experience
Consultant
Help the clients on strategic projects and their digital transformation and
operate in a multi disciplinary team of consultants

Inspire clients on how they can optimize their customer experience e.g. by design process
improvements that support digital journeys, and using new data sources to form and deliver
digital strategies etc.
Research, aggregate and analyze data; synthesize large quantities of information; extract
meaningful insights and make recommendations
Manage a project or work stream in order to deliver solutions or support business
transformations
Spot opportunities for business development
Expertise in Customer Experience (Marketing, CRM, All Channel Experience, Customer
Journey design etc.). Affinity with related business processes and technologies.
Strong general consulting skills and the ability to overcome internal barriers through drive and
determination
 According to the Leaders..
Globant:
"We are constantly striving to enhance
our services through a unique blend of
technology innovation and multi-
sector expertise,"
"IDC expects further growth and
competition in the DCX services
markets, as executives seek out the
possibilities of DCX 2.0, enabled
through sensing, AI, robotics
automation software and agents, and
self-provisioned experiences in
virtually all industry sectors."
DigitasLBi:
DigitasLBis Digital Products & Services
(DP&S) team has created award-
winning work for clients like Taco Bell,
Teladoc, and Dunkin Donuts, and is
responsible for 60% of the agencys
new business wins
Strengths:
developing and activating innovative
product and services ideas and
delivering the necessary skills for client
engagements
Incorporating cloud data services into
engagement deliverables, planning
and designing business technology
road maps for a digital initiative, and
providing industry and digital
transformation insights
understanding the unique needs of a
clients business
PwC:
According to the IDC report, PwC has
extensive experience working with
companies to plan, design, and build
industry collaborative clouds
Over the years, PwC has shifted
toward industry collaborative cloud
services to create the IT platform of
the future, create profitable cloud
businesses, and transform business
operations. Enacting the reinvention
improves the employee experience,
increases collaboration, seizes new
opportunities, becomes customer-
driven, saves time, and improves
privacy and cybersecurity for
sensitive client data.
 Gaps in the current scenario
Industry Perspective
Lack of qualified human resource (only 1/3 rd of the vacancies
being filled of the vacancies being created)
77% of organisations consider missing digital skills to be a
hurdle to digital transformation
Training efforts, out of sync (alignment of training missing in
96% of the organizations with the overall digital strategy)
Only 20% of total training spend, is actually spent on the digital
training
Efficiency of the training is as less as to benefit only 20% of the
trainees
Traditional methods instead of innovative methods, still the
major way of sourcing talent (63%-traditional, 13%-innovative)
No aggregators or hybrid of expertise present leading to
professionals with different expertise for a single project
(Deloitte- Creative professionals with IT professionals for a
single project)
Individual Perspective
Lack of basic digital skills still at large amongst the population
Limited reach of Internet as a platform
Lack of digital analytical skills in particular leading to wastage of
data accumulated
Little or no proficiency with the leading Digital tools
Absence of education system aimed at digital education from
the beginning
Lack of aggregate offerings from institutions at present to a
single individual/professional
Acceptance issue amongst the customers/individuals leading to
lack ok knowledge regarding digital solutions to their business
problems
 Solutions
Actions to be taken to bridge the Gaps

3-D approach to attain

the maximum benefits for
all the parties: Customer
Experience, Employee
Experience and Brand Aggregation of services
Experience at a single platform in
terms of IT, Analytical
Regular employee and Creative services
training to develop
competencies and retain
them within the Innovative talent
organization acquisition of people
having the right set of
Increasing the
digital skills and creative
acceptance and
mindset
awareness of Digital
solutions by Digital
education
REFERENCES:

Gartner, Gartner Says Big Data Creates Big Jobs: 4.4

Million IT Jobs Globally to Support Big Data By 2015,
October 2012
Capgemini Consulting, Digital Leadership: An
interview with Martha Lane Fox, UK Digital Champion,
May 2013
Economic Times, Why companies call the young and
the inexperienced to mentor older professionals,
December 2012
Capgemini Consulting MIT Center for Digital
Business Conference, Big Data: The Management
Revolution, Interview conducted by Andrew McAfee,
December 2012
Reuters, Expert networks: thriving in Asia, away from
U.S. scrutiny, September 2013