Get Tability: OKRs that don't suck | Learn more →

10 strategies and tactics for Digital Experience

What is Digital Experience strategy?

Every great achievement starts with a well-thought-out plan. It can be the launch of a new product, expanding into new markets, or just trying to increase efficiency. You'll need a delicate combination of strategies and tactics to ensure that the journey is smooth and effective.

Finding the right Digital Experience strategy can be daunting, especially when you're busy working on your day-to-day tasks. This is why we've curated a list of examples for your inspiration.

Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.

How to write your own Digital Experience strategy with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own strategies.

Digital Experience strategy examples

You will find in the next section many different Digital Experience tactics. We've included action items in our templates to make it as actionable as possible.

Strategies and tactics for enhancing Customer-Centric Approach at Dashen Bank

  • ⛳️ Strategy 1: Enhance personalisation through advanced analytics

    • Employ advanced data analytics to segment customers based on behaviours and preferences
    • Conduct regular customer surveys to gather data on changing needs and preferences
    • Develop tailored banking products and services for different customer segments
    • Integrate a CRM system to track and personalise every customer interaction
    • Leverage customer data to offer personalised marketing campaigns
    • Utilise AI-driven personalisation tools to recommend products and services
    • Create personalised customer journey maps to improve the customer experience
    • Implement a feedback loop to continually refine personalisation efforts
    • Collaborate with cross-functional teams to ensure alignment in personalisation strategies
    • Set and monitor KPIs to measure the effectiveness of personalisation efforts

  • ⛳️ Strategy 2: Improve transparency and communication across all channels

    • Develop standard templates for all customer communications to ensure consistency
    • Create an educational content library consisting of FAQs, tutorials, and guides
    • Ensure all communication channels provide clear information on products and fees
    • Regularly update customers on changes to products or fees through multiple channels
    • Establish a centralised CRM to enhance tracking of customer interactions
    • Train staff on clear and effective communication techniques
    • Provide transparent customer service guidelines across digital and branch channels
    • Implement a feedback mechanism for customers to rate communication clarity
    • Benchmark against industry best practices for clarity and transparency
    • Monitor customer satisfaction and confusion indexes to fine-tune communication strategies

  • ⛳️ Strategy 3: Streamline processes to boost efficiency and digital engagement

    • Map current customer journey processes to identify bottlenecks and inefficiencies
    • Implement lean methodologies to streamline workflows and reduce wait times
    • Invest in technology to automate key customer service functions
    • Enhance mobile and digital platforms to provide seamless service access
    • Develop a user-focused design for digital banking interfaces
    • Increase cloud infrastructure investment to support more scalable digital solutions
    • Implement real-time performance tracking tools to monitor service efficiency
    • Create cross-training programs to enhance staff efficiency in multiple roles
    • Use AI tools for proactive customer support and issue resolution
    • Benchmark digital engagement levels against competitors to identify areas for improvement
personalisationtransparencydata-analystcustomer-service-representativemarketing-teamit-team
Implement these strategies

Strategies and tactics for increasing digital channel usage

  • ⛳️ Strategy 1: Enhance digital user experience

    • Conduct user experience surveys to gather feedback
    • Streamline navigation on the digital platform
    • Improve loading speed of the digital channels
    • Implement a more intuitive interface design
    • Ensure mobile responsiveness across all devices
    • Regularly update content to keep it fresh and relevant
    • Add personalised recommendations and features
    • Conduct user testing sessions with diverse groups
    • Increase accessibility features for all users
    • Utilise analytics to monitor user behaviour and adapt

  • ⛳️ Strategy 2: Promote digital channel benefits

    • Develop a marketing campaign highlighting digital benefits
    • Create educational content demonstrating digital channel use
    • Offer exclusive promotions for digital channel users
    • Host webinars or online workshops about digital tools
    • Send targeted emails showcasing digital channel advantages
    • Collaborate with influencers to endorse digital channel usage
    • Implement a referral programme incentivising digital sign-ups
    • Display user testimonials praising digital channels
    • Utilise social media platforms to highlight digital features
    • Include digital channel promotion in all customer communications

  • ⛳️ Strategy 3: Facilitate seamless transition to digital channels

    • Offer a guided onboarding process for digital channels
    • Train customer service representatives to assist with digital tools
    • Provide step-by-step tutorials for first-time digital users
    • Ensure robust security measures are in place
    • Develop a FAQ section addressing common digital concerns
    • Offer multi-channel support for digital onboarding
    • Create a feedback loop to address digital transition issues
    • Launch a hotline for immediate digital assistance
    • Partner with third-party digital platforms for expanded services
    • Evaluate and iterate based on customer feedback regarding digital use
digital-transformationuser-experiencedigital-marketeruser-experience-designermarketing-teamcustomer-service-team
Implement these strategies

Strategies and tactics for becoming the Most Trusted and Customer-Centric Financial Institution

  • ⛳️ Strategy 1: Develop tailored banking solutions

    • Conduct comprehensive market research to understand customer segments and their needs
    • Analyse customer data to identify preferences and personalise offerings
    • Create flexible banking products that adapt to varying customer needs
    • Enhance services with tailored customer support options
    • Provide regular training for staff on personalisation techniques
    • Develop feedback mechanisms to refine and enhance tailored solutions
    • Set up cross-functional teams to drive innovation in product development
    • Explore partnerships with fintech firms to enhance offerings
    • Implement a customer relationship management system for better customer insights
    • Monitor and evaluate the impact of personalised solutions on customer satisfaction

  • ⛳️ Strategy 2: Enhance communication and transparency

    • Use clear and simple language in all customer communications
    • Improve online platforms to offer easily accessible information on products and services
    • Train customer service representatives to provide accurate and clear information
    • Implement proactive communication strategies to keep customers informed about changes
    • Develop a FAQ section on the website to address common customer queries
    • Create informative and engaging content about banking services and products
    • Regularly update customers on security measures and privacy policies
    • Host regular webinars and workshops to educate customers on financial management
    • Incorporate customer feedback into communication strategies
    • Evaluate the effectiveness of communication strategies through customer surveys

  • ⛳️ Strategy 3: Leverage innovative technology

    • Invest in the latest technology to enhance digital banking platforms
    • Ensure mobile and online platforms offer a seamless user experience
    • Implement AI and data analytics to personalise customer interactions
    • Automate routine transactions to improve service efficiency
    • Offer virtual financial advice through secure digital channels
    • Regularly update digital platforms to incorporate customer feedback
    • Provide robust security features to protect customer data and build trust
    • Integrate chatbots for 24/7 customer assistance
    • Organise regular digital literacy sessions for customers
    • Continuously monitor and upgrade technology to stay ahead of market trends
personalizationtechnologycustomer-service-representativedata-analystinnovation-teamcommunication-team
Implement these strategies

Strategies and tactics for developing a Comprehensive Strategic Plan for Marketing and Communications

  • ⛳️ Strategy 1: Strengthen brand recognition and awareness

    • Conduct a brand audit to identify strengths and areas for improvement
    • Create a unified branding guideline to be distributed across all departments
    • Organise a series of brand-focused workshops for FNU staff
    • Develop a consistent messaging strategy highlighting FNU's dual roles
    • Engage professional designers to update FNU's visual identity
    • Leverage successful alumni stories in marketing materials and campaigns
    • Launch a digital campaign featuring student testimonials and experiences
    • Collaborate with influencers and media for broader reach
    • Use targeted social media ads to reach potential students
    • Monitor brand perception through regular surveys and social listening

  • ⛳️ Strategy 2: Enhance stakeholder engagement and partnerships

    • Map out key stakeholders and create a targeted engagement plan
    • Develop an alumni relations strategy that includes networking events
    • Launch a newsletter for staff, students, and alumni to foster connection
    • Establish partnerships with local and international businesses
    • Organise industry panels and talks at FNU to increase visibility
    • Promote collaborative research initiatives with partner institutions
    • Host bi-annual stakeholder forums to discuss university progress
    • Develop student ambassador programs to engage current and prospective students
    • Launch campaigns highlighting student achievements in local communities
    • Implement stakeholder feedback mechanisms to improve relationships

  • ⛳️ Strategy 3: Drive a digital transformation and innovation in marketing

    • Adopt advanced digital marketing tools and platforms
    • Create a dedicated content team for social media management
    • Introduce monthly podcasts focusing on trends and experiences at FNU
    • Enhance the FNU website with a user-friendly experience
    • Run SEO and content marketing campaigns to increase organic reach
    • Engage in targeted email marketing for different audience segments
    • Invest in analytics tools to assess digital campaign performance
    • Produce engaging video content showcasing the university's offerings
    • Use virtual reality for interactive virtual tours of campus facilities
    • Launch digital education initiatives to support online learning goals
brand-recognitiondigital-transformationmarketing-managercommunications-specialistpublic-relationsdigital-marketing
Implement these strategies

Strategies and tactics for designing a Brand Management Course

  • ⛳️ Strategy 1: Create a detailed course syllabus

    • Outline weekly topics and objectives for the 6-month, 2 sessions per week course
    • Outline weekly topics and objectives for the 4-month, 3 sessions per week course
    • Include a mixture of lectures, guest speaker sessions, and interactive workshops
    • Recommend readings and resources for each session
    • Clearly define the objectives and key takeaways for each week
    • Include a review session every 4 weeks for recapitulation and feedback
    • Integrate specialist modules within each phase of the course
    • Ensure the syllabus emphasises practical application with industry case studies
    • List assessments and projects accompanying each phase to reinforce learning
    • Align syllabus content with industry trends and practices

  • ⛳️ Strategy 2: Develop module descriptions and learning outcomes

    • Draft a brief overview of each phase in the course description
    • Create detailed module descriptions for the design, copywriting, and digital integration modules
    • Outline specific learning outcomes for each module to guide teaching
    • Highlight key marketing and branding concepts to be covered in Phase 1
    • Define advanced brand management skills and knowledge for Phase 2
    • Articulate the role and impact of design in branding for Design Module
    • Explain the role of language and storytelling in branding for Copywriting Module
    • Clarify the integration of digital strategies within the broader branding context
    • Identify hands-on projects or simulations for practical learning
    • Describe how specialist instructors' expertise enhances the overall curriculum

  • ⛳️ Strategy 3: Plan assessment ideas and integration notes

    • Design quizzes and short tests for foundational marketing concepts
    • Create case study analysis sessions focusing on real-world brands
    • Incorporate a final project where students develop a brand strategy
    • Introduce group work to foster collaboration, simulating team branding efforts
    • Assign periodic reflective tasks where students evaluate brand strategies
    • Include practical assignments for each specialist module
    • Design rubrics for each assessment ensuring consistent evaluation
    • Provide teacher integration notes to smoothly incorporate specialist modules
    • Propose collaborative projects across different modules for deeper learning
    • Recommend periodic feedback sessions with instructors to track progress
brand-managementsyllabus-designbrand-managermarketing-professionalcurriculum-development-teambranding-strategy-team
Implement these strategies

Strategies and tactics for increasing usage of TMB Bank's debit cards in Tamil Nadu

  • ⛳️ Strategy 1: Enhance online presence

    • Develop an engaging social media campaign targeting Tamil Nadu customers
    • Create educational content on benefits of debit card usage on digital platforms
    • Optimise local search results for TMB Bank branches and services in Tamil Nadu
    • Utilise targeted online ads to reach potential customers in the region
    • Collaborate with local influencers to endorse debit card usage
    • Enhance TMB Bank's website with more interactive and user-friendly features
    • Launch online webinars or live sessions illustrating the convenience of debit cards
    • Encourage user-generated content through contests or challenges regarding debit card benefits
    • Implement local language support on digital channels for better engagement
    • Monitor and respond to customer inquiries and feedback promptly on digital platforms

  • ⛳️ Strategy 2: Encourage digital transactions

    • Offer cashback incentives for debit card usage on selected transactions
    • Partner with local vendors to provide exclusive discounts for debit card users
    • Promote the use of debit cards through gamification and reward programs
    • Host online workshops demonstrating secure transaction methods
    • Implement a referral program for recommending debit card usage to peers
    • Develop mobile banking features that highlight debit card conveniences
    • Run promotional campaigns during local festivals to boost transactions
    • Provide debit card usage reports and analytics to help customers manage spending
    • Simplify activation and PIN setup processes through digital platforms
    • Encourage businesses to adopt card payments by offering fee reductions for setup

  • ⛳️ Strategy 3: Enhance customer experience

    • Implement a round-the-clock digital support system for debit card users
    • Roll out personalised debit card designs to appeal to the local consumer base
    • Utilise data analytics to personalise offers and services for debit card users
    • Streamline the dispute handling and resolution process for better customer satisfaction
    • Launch a feedback app or survey to gather user insights and preferences
    • Develop an easy-to-use app interface for managing debit card settings
    • Provide clear communication of benefits and updates through digital newsletters
    • Introduce an easy debit card lock/unlock feature through the banking app
    • Host online Q&A sessions to address common concerns and queries
    • Implement AI chatbots for instant assistance and transaction alerts
digital-engagementcustomer-experiencemarketing-strategistdigital-analystsocial-media-teamcustomer-support-team
Implement these strategies

Strategies and tactics for increasing Sales for Used Vehicles

  • ⛳️ Strategy 1: Enhance Digital Marketing Efforts

    • Conduct a website audit to ensure an optimal user experience
    • Utilise search engine optimisation for higher search rankings
    • Leverage social media platforms with targeted advertisements to reach potential buyers
    • Create engaging content about available vehicles to attract interest
    • Implement an email marketing campaign to reach previous customers and potential leads
    • Use online reviews to build credibility and trust among potential buyers
    • Utilise Google Ads targeting keywords related to used vehicles
    • Engage with automotive forums and social media groups to expand reach
    • Analyse digital marketing metrics weekly to adjust strategies accordingly
    • Implement retargeting campaigns to re-engage with previous website visitors

  • ⛳️ Strategy 2: Improve Customer Experience

    • Train sales staff on customer service best practices
    • Offer flexible financing options to appeal to more customers
    • Provide detailed and transparent vehicle history reports
    • Offer free test drives to potential buyers
    • Facilitate an easy and smooth purchasing process with all necessary paperwork ready
    • Develop a customer follow-up system to gather feedback post-purchase
    • Implement a referral program to incentivise previous customers to bring new buyers
    • Ensure a clean and welcoming showroom environment
    • Provide virtual tour options for customers unable to visit in person
    • Regularly assess customer satisfaction and make improvements as needed

  • ⛳️ Strategy 3: Expand Inventory and Network

    • Establish partnerships with local auto repair shops for potential leads
    • Identify and attend local auto auctions for acquiring new inventory
    • Diversify vehicle inventory to cater to different customer preferences
    • Build relationships with other dealerships for mutually beneficial deals
    • Collaborate with local businesses for cross-promotions
    • Identify high-demand vehicle trends and adjust inventory accordingly
    • Develop a trade-in programme to encourage more vehicle acquisitions
    • Explore online platforms for additional inventory purchase options
    • Regularly evaluate the performance of each vehicle in inventory
    • Assess and collaborate with third-party delivery services for wider reach
digital-marketingcustomer-experiencesales-managermarketing-specialistdigital-marketing-teamcustomer-service-team
Implement these strategies

Strategies and tactics for creating a strategic plan for digital banking channels

  • ⛳️ Strategy 1: Enhance mobile banking features

    • Conduct a customer survey to identify desired features
    • Implement biometric security measures
    • Optimise user interface for ease of navigation
    • Integrate mobile banking with other digital channels
    • Enable real-time transaction notifications
    • Add personal finance management tools
    • Ensure app is compatible with all major smartphones
    • Develop a reliable customer support chat feature
    • Regularly update app to fix bugs and improve features
    • Launch a marketing campaign to promote new features

  • ⛳️ Strategy 2: Expand ATM card services

    • Introduce contactless ATM cards
    • Offer customised card designs for customers
    • Implement an automatic renewal system for expiring cards
    • Enhance card security with chip technology
    • Partner with retail chains for card discounts
    • Simplify the card application process online
    • Provide 24/7 support for lost or stolen cards
    • Monitor and analyse card usage trends
    • Launch educational campaigns on card security
    • Incentivise customers through a reward points system

  • ⛳️ Strategy 3: Strengthen agent banking and merchant services

    • Expand agent networks to underserved areas
    • Offer training programmes for agents on new technologies
    • Implement a secure and easy-to-use agent portal
    • Launch a merchant reward programme
    • Integrate QR code payments with merchant POS systems
    • Enhance data analytics for agent and merchant activity
    • Provide round-the-clock support for agents and merchants
    • Encourage customer feedback to improve services
    • Deploy mobile POS machines for small businesses
    • Conduct regular audits to ensure compliance and performance
digital-bankinguser-experienceit-specialistcustomer-experience-managermarketing-teamdevelopment-team
Implement these strategies

Strategies and tactics for enhancing travel management solutions

  • ⛳️ Strategy 1: Integrate sustainability into all aspects

    • Conduct a sustainability audit of current operations
    • Adopt eco-friendly technologies for communication and travel logistics
    • Offer clients green travel packages and eco-certification options
    • Implement carbon offset programs for all travel operations
    • Create partnerships with sustainable service providers
    • Educate staff about sustainable practices
    • Develop a sustainability commitment statement for corporate clients
    • Incorporate sustainability metrics in performance reviews
    • Promote sustainability initiatives in marketing campaigns
    • Track and report on sustainability impact regularly

  • ⛳️ Strategy 2: Leverage AI and digital tools for enhanced customer experience

    • Implement AI-driven chatbots for 24/7 customer service
    • Use machine learning to analyse customer preferences and personalise offerings
    • Develop a user-friendly mobile app for booking and itinerary management
    • Integrate virtual reality for immersive travel previews
    • Utilise AI to optimise pricing strategies for corporate and leisure packages
    • Incorporate AI in feedback collection and analysis for service improvement
    • Enhance digital payment systems for secure and seamless transactions
    • Automate routine administrative tasks for efficiency
    • Invest in AI-powered analytics for market trend forecasting
    • Regularly update digital platforms to improve user experience

  • ⛳️ Strategy 3: Maximise brand growth through social marketing and operational excellence

    • Develop a strong brand narrative highlighting unique offerings
    • Create targeted social media campaigns for corporate and leisure sectors
    • Build partnerships with influencers in the travel industry
    • Utilise data analytics to measure campaign effectiveness
    • Host virtual events and webinars to engage with audiences
    • Implement customer loyalty programs to enhance repeat business
    • Streamline operations to ensure reliable and consistent service delivery
    • Enhance staff training on brand representation and service excellence
    • Set up a cross-functional team to drive innovation and operational improvements
    • Leverage client testimonials and case studies in marketing efforts
sustainabilityai-integrationsustainability-officerdigital-marketing-specialistcustomer-experience-teammarketing-team
Implement these strategies

Strategies and tactics for designing and maintaining a unified omnichannel experience framework

  • ⛳️ Strategy 1: Conduct a comprehensive needs assessment

    • Identify all digital, branch, and contact center touchpoints
    • Gather stakeholder input to understand current inconsistencies
    • Analyse customer journey maps to find pain points
    • Assess current technology platforms for gaps and overlaps
    • Determine key performance indicators for a unified experience
    • Conduct competitor analysis for best practices
    • Engage with customers through surveys for direct feedback
    • Identify areas where the customer experience can be streamlined
    • Audit brand messaging across all channels to ensure alignment
    • Document all findings to inform the framework design

  • ⛳️ Strategy 2: Implement an integrated technology platform

    • Select an omnichannel platform that supports all customer interaction points
    • Ensure compatibility of the new platform with existing systems
    • Develop a project plan with clear timelines for implementation
    • Conduct a phased rollout to minimise service disruptions
    • Provide training sessions for staff on new technology usage
    • Ensure data synchronization across all channels for consistency
    • Develop real-time analytics and reporting capabilities
    • Test the system extensively prior to full deployment
    • Seek third-party expertise if necessary for implementation
    • Regularly review and update technology to meet evolving needs

  • ⛳️ Strategy 3: Establish cross-channel communication standards

    • Define communication guidelines that align with brand voice
    • Develop a consistent scripting model for all customer interactions
    • Implement a unified knowledge base accessible to all service channels
    • Create a cross-functional team to oversee communication quality
    • Provide regular staff training focused on communication standards
    • Utilise mystery shoppers to evaluate customer experience
    • Gather and analyse customer feedback on communication consistency
    • Adjust communication strategies based on feedback and data
    • Ensure escalation procedures are uniformly applied across channels
    • Create a regular audit process to ensure continued adherence
omnichannelconsistencyproject-managercustomer-experience-analystit-teamcustomer-service-team
Implement these strategies

How to track your Digital Experience strategies and tactics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

More strategies recently published

We have more templates to help you draft your team goals and OKRs.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

Table of contents
Copyright © 2024 Tability