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