Customer Experience-led Strategy
“…Working with DWG was a great experience. Simply by getting stuck in, identifying the challenges and how to resolve, we now have a clear plan for the way forward.”
VP Consumer Marketing & Online Brand Experience, Avast
Avast is the global leader in next-gen cybersecurity products for consumers and businesses, operating across 150 countries, protecting over 400 million people online, preventing 3.5 billion attacks every month.
Avast is the largest internet security company in the world, made up of four brands. Their acquisition of AVG meant they also acquired a consumer VPN (Virtual Private Network) service called HMA.
The EVP, Sales and Marketing at Avast, engaged DWG because some commercial performance issues needed fixing at HMA. He also wanted to help educate the business on the benefits of adopting a customer experience-led approach to its strategy, rather than a ‘build the technology and your customers will come’ philosophy.
The initial scope was to undertake an in-depth end-to-end customer experience review of the business, at a rapid pace. It took four months, with a very cost-effective budget.