Strategy

Organisational Capability Design

Delivering sustainable customer-centric growth requires more than just a clear customer strategy.

Organisations must also build the business capabilities across people, process, technology and data, to deliver best-in-class marketing, sales and service interactions. However, maturing these capabilities takes time and investment, and not all will need to be improved at the same rate.

Blackdot can help you understand how your existing capabilities align to the customer journey, identify gaps, and prioritise uplifting those that have most impact on the desired experience at the 'moments that matter'.

We can help you

Identify future capability needs

Map the organisational capabilities needed to deliver the desired customer experience, prioritising those critical to the 'moments that matter'

Identify future capability needs

Understand how you compare to best practice

Determine your current level of maturity for each capability, identifying strengths and gaps

Understand how you compare to best practice

Uplift capability maturity

Translate your capability aspiration to people, process, data and technology changes

Uplift capability maturity

Effectively organise capabilities

Design the operating model to ensure the capabilities are structured to maximise efficiency and effectiveness

Effectively organise capabilities

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Are you set-up to deliver a standout customer experience?

We can help you build the capabilities that will maximise impact