Launch a Digital Insights Program and with Continual Improvement Workflow
A digital insights program was launched to enhance customer experience using Adobe Analytics and Clickup, resulting in a 25% increase in conversion rates and a 30% reduction in customer drop-off points through systematic improvement workflows and clear ROI measurements.
Objective
Create a system that uses Adobe Analytics and Clickup to find ways to improve customer experience on digital platforms. The solution is to help the business with:
- Find and analyse areas where customer experience can be improved
- Choose which improvements to work on first
- Track how well the changes are working
- Show the business value of these improvements using clear numbers and results
Approach
- Stakeholder management and consensus for solutions
- Enable capability and build solutions
- Test and validate solutions
- Run continuous improvement workflow
- Provide ongoing solution support
- Run business review/return on investment sessions
Outcome
The program established a sustainable, repeatable process for continuous improvement, with clear ROI measurement capabilities that continue to drive value for the business. The workflow has become the standard operating model for digital optimisation initiatives across the organisation.
- Established a structured workflow combining Adobe Analytics and Clickup, enabling systematic identification and analysis of improvement opportunities
- Created and deployed Adobe Analytics workspaces for tracking key customer journey metrics and identifying friction points
- Implemented a prioritisation framework that reduced time-to-decision by 40% for improvement initiatives
- Achieved 25% increase in digital conversion rates through data-driven optimisations
- Reduced customer drop-off points by 30% across key digital journeys
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