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What is digital excellence?

Digital excellence is the culmination of adopting a series of methodologies and capabilities that allow organizations to accelerate decision-making, improve operations, and excel at delivering products and services. It is the quality of processes, strategy, analysis, scoping, and implementation undertaken to excel in the connected age.

Digital excellence includes the ability to bring in-depth digital capability to all strategy and project planning teams while understanding the impact technology can have on a project. This methodology also includes defining products and services, ensuring successful implementation and launch, and steps to ensure continuous improvement.

How we help organizations achieve digital excellence

Continue reading for definitions of commonly used digital excellence terms.

Continuous improvement

Continuous improvement is an approach that monitors the interactions and outcomes of a product or service after launch through validated learning and ongoing iteration. The objective of this approach is to find ways to consistently improve customer experience and optimize your organization’s efforts. This is driven by the unique opportunity in digital, where you can track and learn from every interaction, every person, every click or tap that occurs across digital channels.

Validated learning helps us pinpoint where we can focus efforts to improve customer experience and service delivery on an ongoing basis. This involves using user analytics, user testing, and other data gathering to inform these efforts.

The iterative process of continuous improvement means continually working to increase conversions, drive engagement, and make sure the team is working optimally towards meeting user needs and business goals.

Our approach to continuous improvement


Product strategy Service design

Digital maturity

Also known as: digital readiness

Digital Maturity is an organization’s ability to adopt emerging technologies and processes and adapt to changing markets and competition with capable decision-making and digital savvy teams.

When organizations achieve digital maturity, they are capable of identifying and implementing technology to match their business goals, improve their service delivery on a continuous basis, and continually grow their digital capabilities and upskill their staff.

We describe this achievement as “digital excellence.”

Our approach to achieving digital excellence

Digital transformation

Digital transformation is the changing of organizational processes and capabilities by leveraging technology and new interaction models. Through digital transformation, organizations can provide a superior customer experience and optimize team efforts.

Digital transformation can extend product and service delivery to provide increasing value, hone existing digital channels and products, and define new initiatives that drive customer engagement and retention.

Digital transformation is not just about technology, as it impacts people and processes through core tenets such as human-centered design, continuous improvement, and upskilling to grow the digital maturity of the organizational and team members.

Our approach to digital transformation


Product strategy Service design Continuous improvement Digital maturity

System strategy

System strategy is the essential framework for driving customer experience and organizational effectiveness. This framework helps accelerate internal decision-making with an approach that uncovers key opportunities to drive customer engagement and retention while optimizing operations.

For organizations that are looking to improve product and service delivery, system strategy provides the roadmap to accomplish this. It aligns operations and channels with the customer journey in order to uncover new market opportunities, accelerate organizational objectives, and define new efficiencies in delivering product and service.

Our approach to system strategy


Product strategy Service design Customer journey Customer journey mapping Service blueprint