Turning a Brand Strategy into an Experience Strategy
Customer Experience Strategy & Roadmap
Client Main Event Entertainment
Related Consumer App Design, Employee App Discovery
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Excerpts
After helping Main Event discover digital opportunities aligned with their refreshed brand promise, we collaborated with the C-suite to define a customer experience strategy that included short and long-term opportunities.
I love talking through this presentation in real-time (ask me!), but if you’re browsing it asynchronously, you’ll be able to see how our initial scope of work dovetailed into this broader vision for their brand evolution. We used the brand and business goals to:
Define a strategic framework and experience pillars
Collaborate across org units internally
Identify measurable opportunities for quant and qual success metrics
Visualize short and long-term customer journeys using illustrations and mockups
Roadmap priorities and investment over time, using McKinsey's Horizons framework
Inspire a vision for what's possible