Merkle led in-depth discovery interviews with key technology owners within the organization and identified current challenges, gaps, and capabilities needed to reach a future-state vision. We then conducted a current-state assessment of business processes and marketing technologies. This resulted in the deliverable of a phased, five-year business and marketing technology enablement roadmap, investment overview, and value case.
Then, we developed the tech and operating model recommendations to address gaps identified in the current-state assessment and in the future-state use cases. along with customer journeys aligned to vision.
Finally, we designed future-state customer journey that aligned to the client’s vision of personalized, multi-channel marketing harmony. Merkle still plays a key role in this program’s implementation and management.