A global utility company with a focus on digital innovation had a track record of slow-to-market launches that didn’t always meet customers’ needs. While account teams stay close to their customers, the one-on-one, needs-based conversations weren’t a particular focus for them. Their conversations didn’t generally involve innovation ideation.
The client was challenged to understand their customers’ needs, pain points and possible solutioning to meet those needs, in addition to bridging internal customers’ desires and motivations for developing and bringing to market possible innovation offerings.
Coming out of a hybrid workshop with a goal to ideate on all customers’ needs, pain points and possible solutioning. We worked with external customers to cocreate concepts that would meet some of their digital innovation needs. We tested four distinct concepts in Digital Discovery® among internal and external customers to attain both quantitative and qualitive understanding of concept attractiveness and potential for Go To Market (GTM).
See how Digital Discovery® reenergized an organization and bolstered morale — all informed by employee voices — during their company transformation.
Gain insight into understanding and optimizing employee experience during company acquisitions with our AI tool. Help leadership make informed decisions.
Revamped CX Strategy. Learn how 2,000+ data points improved customer experience by combining customer & employee input. Make analyzing insights a breeze!