Customer Experience Services
DB Marketing Technologies has distinguished itself by providing expert resources with significant domain expertise in Cx quality elevation and friction elimination, marketing automation capabilities assessment and design, selection/negotiation, solution and vendor benchmarking, and transformation leadership. We leverage our extensive experience in these areas to provide our clients with unparalleled visibility into the marketplace — including benchmarking of pricing and capabilities, first-hand knowledge of vendor and solution success with companies similar to our clients, and proactive application of best practices.
Cx Improvement &
Friction Removal
Enterprise Customer Experience (Cx) is the comprehensive and holistic result of company efforts impacting every aspect of a customer's perception, emotions, and relationships with a company, its products, services, and brand, throughout their entire lifecycle. Delivering world-class Cx is as much about actively eliminating friction (sub-optimal to downright unpleasant customer interactions) as it is about building bespoke customer-facing elements that elevate the customer interaction and build loyalty. To eliminate friction in Cx, company resources must not only have an enterprise view of Cx to see where friction exists, but also have the capabilities to act holistically.
Cx Ecosystem Design & Roadmap
DBMT(R) designs a future state architecture and ecosystem that achieves client objectives and meets best practices. DBMT then develops a roadmap that elucidates the path from current state to the desired future state including granular phasing.
Cx Audit
DBMT(R) performs a detailed analysis of the people, processes and technologies and performs an assessment of the gap between current state and industry best practices. Deliverables include assessments across multiple digital marketing foundational competencies.
Typical outcomes include:
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Cost reduction
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Increased capability
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Improved efficiency
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Better decision making
Cx Transformation
DBMT(R) provides support throughout the Customer Experience Transformation Process, from Vendor Selection/RFP through Solution Design/Build to Implementation and Testing.
Vendor Selection
DBMT(R) incorporates a robust vendor selection and benchmarking approach during the RFP process and ensures that pricing, terms and conditions to engage the selected vendor are structured and optimized to ensure success and ongoing value for clients.
Contracting and Negotiation
DBMT(R) benchmarks pricing and scope as a guide during negotiations. Following contracting, DBMT ensures that the team selection and requirements transition are performed to provide a foundation for a successful implementation.
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Operating Model Design
DBMT(R) works with marketing teams and other stakeholders to define an operating model that will govern use, operation and deliverables for marketing automation across partners and capabilities. The resulting operating model maximizes the benefits of the marketing automation capability.
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Implementation
DBMT(R) works with vendors and client teams to transition marketers and brands into the future state model and capabilities. DBMT will train stakeholders in the new operating model and process needed to ensure a successful roll-out.