Multi-Channel Optimisation

Stay ahead of your competitors by delivering a world-class joined-up customer experience.

Our Multi-Channel Optimisation Solution

Today’s consumers are increasingly social, selective and well informed, typically interacting with a company via multiple channels. They expect a faster and more personalised customer service; and if demands and expectations are not met, that same technology can be used to tell friends, network, and the whole world about it!

Our Multi-Channel Optimisation service has been developed to help companies:

  • Deliver a world-class joined-up customer experience regardless of the media used

  • Meet the demands of today’s multi-channel society
  • Leverage the customer experience to increase brand loyalty

We look in detail at the journey a customer takes across the communication channels that a company offers. We advise clients how to make those customer interactions more profitable by looking at three key elements: People, Process and Technology.

1. Audit
2. Map
3. Touchpoints
4. Prioritise
5. Socialise
6. Plan, Fix, Measure

Our Methodology Framework

1. Audit

We perform an audit of the channels that your customers and prospects have available to contact your organisation, including metrics, customer satisfaction measurements, and current technical architecture.

2. Map

We help you create visual maps that show how your customers interact with you as they go through the various lifecycle phases. We look at customers’ objectives, emotions and outcomes.

3. Touchpoints

By analysing the customer journey maps, we show you how to review all the touchpoints customers have with you, and where you can make or break your relationship with them, and achieve multi-channel optimisation.

4. Prioritise

We focus on two or three customer journeys that have the biggest potential to increase customer satisfaction, loyalty and revenue, and drill down into the touch-points for improvement.

5. Socialise

The cross-functional nature of the customer journeys means it is essential to have senior stakeholder buy-in from across your organisation before you can start implementing the remediation plan.

6. Plan, Fix, Measure

We define a plan that yields the highest value for the lowest effort and structure a programme of change with key success criteria. This framework is flexibly structured to allow clients to select the breadth and depth of the insight required, to meet their budget and needs

The benefits

Laser Focus

Allowing all company members and stakeholders to understand the strategy and align to the company’s core objective, leading to business success.


Collaborating and communicating at every stage to ensure the client develops their strategy, formulated and agreed by them. We facilitate and add appropriate thinking, knowledge, and methodology.


Ensuring success is measurable to allow adaptation and iteration as needed.


Delivered through a proven framework, where time and cost are controlled by a stringent program management approach.

Execution Assistance

As needed. Executing the strategy through our expertise in product and project delivery, sales and marketing, monetisation, build capabilities and resourcing.

Great Value

Our expertise and flexible pricing provides great value and a mutually beneficial partnership.

Our Typical Client

Our Multi-Channel Optimisation service is aimed at clients who are:

  • Offering or need to adapt to offer their customers the ability to interact with them via a combination of telephone, email, web, SMS, fax, printed mail and social media.

  • May have competition from several other companies, and are looking to differentiate themselves; seeing excellent multi-channel customer service as core to providing a world-class customer experience in today’s digital world. Our experience shows that early adopters of true multi-channel customer contact strategies usually come from the retail, B2C manufacturing, travel and leisure industries
Typically, this is a solution that mature businesses and agencies – who are on the journey to digitally transform to (re)gain the advantage – require, but we have also deployed this solution for high growth businesses as part of their drive to maturity and continued growth.


“…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.”

Expert Insight

Gianluca Bregoli

Internal Communications Expert

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