Blurs line between physical/digital, human/tech.

Beginning to integrate digital & physical experiences.

Users prefer digital solutions to traditional alternatives.

Meeting minimum consumer expectations for digital capabilities.

Lacking foundational digital capabilities expected by consumers.

Centric Digital designed, built, and launched a web platform for the Japanese market that helps customers take preventive actions based on weather data. The platform allowed agents to deliver preventative content to customers in at-risk areas during potentially catastrophic weather or seasonal events. The platform also leveraged internal and external data to provide agents with an unparalleled view of their customers and corresponding risks.

Bank of America subscribed to Centric Digital’s on-going digital measurement to ensure their website and retail banking mobile app’s high level of performance can be sustained over time.  The mobile app and website are annually measured against a best-in-class threshold derived from Centric Digital’s benchmarking of thousands of digital leaders across industries. Bank of America wanted to be recognized for its consistent ranking as an industry leader in web and mobile banking as well as it’s positioning within the 80th percentile of J.D. Power’s customer satisfaction ranking. Bank of America has twice received the J.D. Power Mobile App Certification powered by Centric Digital. Bank of America is also the recipient of the J.D. Power Web Certification powered by Centric Digital.

Citibank has an overarching strategic goal to become a consumer-centric organization and pursued the J.D. Power Mobile Certification as a component of their continuous improvement strategy. Citibank was able to validate its current improvement roadmap and prioritize investments through Centric Digital’s objective & impartial assessment of their mobile capabilities. The Centric Digital team was able to provide tactical solutions and best in class examples to solve for opportunities in the following areas: Omnichannel experience, App store optimization, Self-service tools, Content strategy, Navigation & visual design.

Seacoast partnered with Centric Digital to develop a clear digital vision to help drive business transformation and operational excellence. Seacoast wanted to leverage Centric Digital’s DIMENSIONS™ platform to evaluate programs, systems, and processes to identify the most important capabilities and frameworks that would enable scalability and extensibility for future success. As Seacoast centralized customer data and expanded existing capabilities, Centric Digital highlighted the tools for channel-specific roadmaps needed to allow for better planning and management, as well as accurate budgeting and forecasting. Centric Digital helped to guide Seacoast through the process of centralizing customer data to pave the way for Seacoast to be able to use machine learning and AI in how they service their customers and facilitate organic growth.

Kony contracted with Centric Digital to conduct a pre-launch assessment of their mobile application platform. We conducted a pre-launch assessment using our digital measurement framework, DIMENSIONS™, to identifying gaps & opportunities for inclusion in the product roadmap, and inform application performance. Centric Digital is now conducting a post-launch validation of the initial assessment and benchmarking 10 Kony direct clients to assess their online and mobile capabilities to highlight strengths and identify opportunities to integrate additional Kony solutions.

West Monroe Partners engaged Centric Digital to identify digital opportunities for clients. Opportunities were identified through the digital benchmark and recommendations were framed in consideration of their overall business strategy and market leading technological practices. We estimated the impact of each of these digital initiatives based on technical implementation, empowering the Siris teams to prioritize recommendations and inform roadmap planning based on cost savings, efficiency solutions and/or revenue drivers.

LEK sought Centric Digital to deliver rapid digital intelligence at the pace in which they delivered traditional consulting offerings. The firm anticipated clients would require a digital assessment and adding that component would provide further value to clients and differentiate their offering from competitors. Using our DIMENSIONS platform, we conducted a ~700 best practices scan of publicly available data to: provide a rapid assessment of a target companies digital maturity, identify potential major digital gaps, contextualize opportunities within the broader digital landscape.

Recognizing the disruptive forces emerging in the healthcare space, Humana asked Centric Digital to leverage its DIMENSIONS™ platform to identify the best features and capabilities from the healthcare, insurance, clinical, ecommerce and retail domains to design and build their next generation pharmacy mobile app and provider finder web app. This design was recognized by several industry awards organizations and won the Platinum Award presented by eHealthcare Leadership.

Google sought a digital partner with expertise in healthcare solutions to provide digital design services for one of their healthcare products and three prospective joint ventures with leading pharmacy, clinical and insurance providers. The digital design services provided included: Ideation and generation of multiple uses cases in the context of customer requirements and user journeys; Creating visualizations and digital demonstrations of healthcare solutions. We delivered storyboards for user experiences in Care Management through wireframes and provided visual designs that reflected the user experience in Invision prototype format , both conforming to Google’s branding and style guidelines.

Guidehouse (formerly Navigant) engaged Centric Digital to power the digital experience benchmark product. This was first used in the benchmarking of more than 1,400 hospitals and health systems (see the report here). The data derived by Centric Digital’s platform found that 90% of health systems’ consumer digital experience scores were lower than the lowest scoring disruptor. Guidehouse used this analysis to engage prospects and existing clients in the healthcare and life sciences industry and has already led to additional projects.

Victoria’s Secret asked Centric Digital to redesign it’s Mobile app and build a best-in-category fit guide to compete with emergent intimates brands. Using DIMENSIONS™ , Centric Digital was able to rapidly identify the features, frameworks and capabilities of leading apparel & footwear brands. This insight was rapidly distilled into a prototype and in-market application.

Party City retained Centric Digital for its digital measurement DIMENSIONS™ platform to conduct an e-commerce audit examining digital marketing channels, site capabilities (features & functionality), site user experience, the company’s digital ecosystem and e-commerce-supporting platforms. The digital capability audit focused on core areas of e-commerce along the customer journey that typically have the largest impact on ROI (e.g., navigation, search, checkout, account and reviews). We provided recommendations for each of the key issues identified and aligned the organizations current capabilities to a digital maturity model, highlighting the path to becoming best in class.

Centric Digital’s DIMENSIONS™ platform was used to scan and measure adherence to digital best practices for 19 Nissan dealer websites. DIMENSIONS™ provided both aggregate and dealer-level insights into digital deficiencies. DIMENSIONS™ provided a list of recommendations for remediation at the dealer-level. We highlighted key detractors in their customer experience across: chat, page speed and navigation design.

J.D. Power engaged Centric Digital to power their digital intelligence benchmark product. This was first used in the benchmarking of automotive dealerships, financial services and other industries. Their Digital Intelligence Benchmark competitively evaluates the digital capabilities most important to customer experience interactions and tracks cross-industry rankings and best practices of public-facing websites. The Digital Intelligence Benchmark is based on more than 250 digital best practices, with 90% of the score weighted to the 25 best practices that customers consider most important.

Leukemia & Lymphoma Society was seeking to better integrate their national & local level digital marketing, integrate multiple destination websites across countries, languages, campaigns and chapters. Centric Digital conducted a benchmark of digital capabilities vs. best practices and developed and enterprise digital strategy and roadmap. We redesigned and rebuild their website with a new look & feel. Initial analysis shows that improved donations experience has increased donation conversion 3X from 4% to 13+%.

Wiley empowers researchers, learners, universities, and corporations to achieve their goals in an ever-changing world. We develop digital education, learning, assessment, and certification solutions to help universities, businesses, and individuals move between education and employment and achieve their ambitions. Centric Digital designed and development of a responsive website and content management system (“CMS”) platform implementation for Wiley’s Dummies.com website.

Centric Digital conducts the evaluation using its DIMENSIONS™ classification system of digital best practices. The J.D. Power and Centric Digital teams work together to develop key drivers of the digital experience that directly affect customer satisfaction. Through this annual study, Centric Digital helps utility brands understand their digital strengths and weaknesses. Brands are better positioned to improve customer satisfaction efficiency by deploying resources to enhance areas that will have the most impact. We explore the correlation between website and mobile app engagement and user experience and provides an overall digital proficiency rating assessed.