Digital Channels

We specialise in elevating brands through expert management and optimisation of their digital channels

DIRECT: CRM & EComms

CRM has transcended its origins as a contact management tool to become a strategic imperative for businesses to centralise customer data, interactions, and feedback. By doing so, companies can derive insights that fuel informed decision-making and foster genuine connections.

Achieving personalised interactions demands a comprehensive view of each customer, necessitating seamless integration of data from various touchpoints. Brandwidth specialises in extracting the best results from businesses’ technical stacks, creating more integrations and two-way syncs to ensure that contact data remains consistently updated across all channels and applications. This enables brands to build high-definition customer profiles and do more, faster.

Beyond surface-level data, customers now anticipate tailored interactions and a deep understanding of their preferences – the essence of 1-to-1 personalisation.

Here, AI plays a crucial role in analysing large volumes of customer data to identify trends, preferences, and opportunities. Our experience in integrating enterprise CRM means that marketing campaigns, product recommendations, and service offerings deliver remarkable precision, ultimately strengthening customer loyalty and advocacy.

Without effective CRM implementation, the challenge of connecting the dots between different interactions could lead to fragmented experiences and frustrated customers. In an omnichannel environment, it’s the linchpin for crafting cohesive customer experiences across diverse touchpoints. Our understanding of CRM strategy, systems and execution is the cornerstone to building effective customer experiences, so customers receive consistent interactions, irrespective of the channel they engage through. This cohesiveness builds trust, bolsters brand perception and improves conversion.

WEB: Enterprise Websites

Websites hold a crucial role as the digital nexus in omnichannel marketing. The future of customer experience hinges on their effectiveness as dynamic platforms that blend interactions, data-driven insights, and the possibilities of emerging technologies.

With the rapid advancement of enterprise applications, websites serve as central hubs, connecting various tools and platforms into cohesive ecosystems. Our philosophy is to consolidate and leverage technology to improve the power, speed and effectiveness of sites, allowing marketers to efficiently manage campaigns, analytics, customer relationships, and content distribution from a single interface. This integration makes it far simpler to orchestrate personalised experiences across channels.

Data science has further elevated the role of websites in marketing. By harnessing user data, websites enable deep insights into consumer behaviour, preferences, and trends. We help fine-tune strategies, optimising dynamic content and targeting to align with audience expectations. This data-driven approach enhances customer engagement and conversion rates, making websites the pivotal destination for campaigns and customers seeking rich information.

Sites should be dynamic platforms that wield immense importance for marketers in their ability to communicate and guide customers and with over two decades of digital customer experience expertise, our teams have the strategic and execution capabilities to enhance their performance and results.

APP: Mobile Applications

Mobile applications act as a bridge between online and offline touchpoints, offering continuity for customers as they navigate different channels. They often provide a shortcut for repeat use of killer features, providing a direct connection with the brand and an opportunity to build engagement and loyalty, cementing a cohesive brand experience.

Brandwidth specialises in developing integrated products that leverage the proliferation of IoT devices with feature-rich mobile applications acting as control centres, enabling users to manage and interact with a huge range of services to make their lives easier. From entertainment to energy and connected vehicles, our principles remain the same when engineering beautiful and simple applications that play a vital role in both individual experiences and omnichannel marketing strategies.

Developments in 3D and immersive applications have ushered in enhanced levels of engagement, interactivity, and customisation. The bedrock of virtual reality (VR) and augmented reality (AR), these applications craft captivating experiences that resonate with consumers, profoundly influencing brand engagement.

They excel at presenting products in a visually stunning and interactive manner, allowing customers to virtually experience items within their intended environment. This proves particularly advantageous for campaigns that allow customers to evaluate the fit, appearance, or functionality of products such as cars, interiors, or clothes in realistic scenarios, nurturing better comprehension and confidence in purchase decisions.

IMMERSIVE: Immersive Experiences

Immersive experiences, such as virtual and augmented reality engage customers deeply through interactive and personalised encounters, creating strong emotional connections. AR facilitates virtual try-ons, boosting purchase confidence, while VR showcases products and services in unconstrained new ways. The medium is perfect for certain scenarios where customers benefit from pausing to delve deeper into brand and product stories, taking time to explore before taking the next step in their journey.

Virtual Reality fosters distinctive brand interactions and transcends geography, enabling immersive showcasing of products and narratives that deeply resonate with customers. These experiences leave lasting impressions, boosting brand recall and loyalty. VR ensures unified cross-channel experiences, bridging online and offline interactions cohesively, and aligning with omnichannel principles.

Similarly, the seamless merging of digital content with the real world provided by Augmented Reality enhances customer experiences. AR enables virtual try-ons, allowing customers to visualise products before purchase, boosting confidence and reducing returns. It brings interactive storytelling to physical spaces, creating memorable brand engagements. AR bridges online and offline interactions, ensuring consistent and personalised brand encounters across channels – benefits that elevate its role as a component of modern omnichannel marketing strategies.

Brandwidth’s Immersive design and engineering team understand when and how to best maximise the benefits. Creating compelling, glitch-free experiences is essential, as a poorly executed encounter could harm brand perception. Motion sickness in VR, and reliance on specific hardware means that we’re vigorous when it comes to validating business cases, where a clear understanding of target audiences’ preferences and needs is vital for success.

VOICE

With their user-friendly nature, voice assistants like Amazon Alexa, Google Assistant, and Apple’s Siri provide effortless engagement through natural language interaction. This convenience eliminates traditional interface barriers, making it the perfect method in specific situations where customers want to avoid complex search criteria or are short of time.

Our engineering team are versed in deploying AI tools to interpret voice queries by converting speech to text and processing for context and intent. Natural Language Processing (NLP) algorithms analyse patterns, keywords, and language structures to retrieve relevant information from vast datasets and provide context-aware responses, delivering precise results to users’ voice queries.

This process ensures effective and efficient interactions between users and voice-enabled devices or applications.

In the realm of omnichannel marketing, voice technologies offer a multitude of advantages over traditional UI due to their natural and intuitive interaction, hands-free multitasking, accessibility, and ease of use across devices. It integrates with IoT, enabling effortless control of smart environments with contextual understanding and AI-driven insights that provide personalised and efficient experiences. Customers in the future will rely more on the convenience of voice, gradually replacing certain manual interfaces and shaping a more connected and user-centric digital landscape.

SOCIAL

Developing channel-specific experiences for social media ensures content is optimsed for each platform’s unique audience and format. When these experiences seamlessly align with an omnichannel strategy, brand consistency is maintained, enhancing customer recognition and engagement across various touchpoints, leading to a cohesive and memorable brand experience.

Effective community management, influencer collaboration, programmatic media planning and buying, and AI-driven advancements collectively define its significance as a channel. As AI revolutionizes content creation, customer guidance, and personalisation, social media marketing continues to adapt, fostering deeper connections between brands and their audiences.

Brands fostering genuine interactions and dialogue build loyalty, so community management is essential when engaging with comments, addressing concerns, and fostering conversations to build trust, customer satisfaction, and brand advocacy. Similarly, we’re experts when it comes to partnering with influencers that align with brand values to build relevant and engaged followers, amplifying brand visibility and credibility.

AI is further reshaping social media marketing, with automation assisting conceptual content creation and options for generative posts that align with brand aesthetics and messaging. The ability to intelligently guide users through information, offering personalised recommendations enhances user experience and conversion rates.

‘IN VENUE’ DIGITAL EXPERIENCE

Customer experience extends to how brands engage within physical spaces, where digital interaction should be powered by data to harmonise with other channels such as websites, applications, and campaign activity to offer a cohesive and immersive journey.

The fusion of in-venue experiences with CRM systems and customer data amplifies personalisation, unlocking tailored in-venue content based on preferences, purchase history, and behaviours to drive relevance and results. This data-driven approach ensures that the in-venue experience resonates with individual customers, fostering a sense of connection that’s more likely to persuade and convert.

The importance of in-venue digital experiences lies in their ability to bridge the gap between online and offline interactions, enriching customer journeys, and providing interactive and informative touchpoints that enhance engagement and deepen brand relationships.

Brandwidth partners with global brands to develop strategies that capitalise on their intellectual property, delivering digital assets from a single source to multiple locations globally and leveraging their enterprise software licenses. As an accredited Adobe partner, we have the expertise to extend and deliver content and campaigns via Adobe Screens with on-the-fly localisation to manage and display dynamic content within multiple retail environments. This centralised control ensures consistency with other channels and flexibility in delivering vital product information and compelling promotions.

Contact us today to find out how we elevate brands through expert management and optimisation of their digital channels.

Our Services

To achieve our purpose, we operate across six key service areas that mirror the martec stack, to provide support across the full breadth of the digital ecosystem.