Our proven framework for data-driven marketing success
Customer experience has emerged as a top priority for brands over the past few years. Professional marketers in every sector understand this new reality and are making moves to embrace it, but it has brought with it a wave of fresh challenges that need to be overcome.
The IMPACT framework acknowledges the importance of the customer, placing it at the centre of everything, but it also recognises that great customer experience doesn’t come easily. Great customer experience requires the orchestration of a number of key organisational pillars such as people, process and technology. The IMPACT framework is made up from these pillars; enabling the assessment of their current influence on the overall customer experience.
The framework answers three key questions for change-hungry marketers: Where do I start? Why should I change? How do I succeed? Once you have the answer to these, IMPACT enables our clients to understand their readiness for change, align around a clear vision for the future and prioritise the delivery of projects to achieve it. The on-going measurement against the pillars also enables marketers to clearly articulate the business value of their efforts to the board to empower them to drive the change they want in their business.
The slider below looks at the key pillars and some of the outputs the framework provides.