Improve Customer Experience

Tailored Content & Experiences

It’s difficult to provide targeted content to the right audience, through the right channel, and across multiple lines of business. In the absence of automated processes, customer engagement relies on account executives manually tailoring direct communications.

Unique audiences include:

• B2B versus B2C
• Free versus paid customers
• Unique customer journeys (e.g., website, email, product trial)

Customer Journey Workshops

To understand data collected by AEs, we held workshops to create customer journey maps. We leveraged these journey maps to create automated preference collection and value-added communication programs.

Deploy Dynamic Forms

We replaced static data collection forms with dynamic forms, such as those created in leading marketing automation and CRM platforms.

No Cross-Brand Awareness

Many companies have multiple brands that, in turn, have multiple databases and systems that do not connect to one another.

Cross-Brand Awareness

We created an integrated experience where each brand has their own unique preference center but also with easy access to every other brand.

Branding Flexibility

MyPreferences enables preference centers and opt-down pages to be brand-specific or branded consistently in all instances via configuration.

International Challenges

Companies face unique challenges when collecting & maintaining consent and preferences globally.

Taxonomy & Framework

We conducted interactive workshops to identify which communication preferences add value to the user and business.

Usability Testing

We completed usability testing in a variety of geographic regions with both low-fidelity and high-fidelity prototypes.