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Know your customer

Know your customer

By understanding how you can add digital value to your clients and customers, you can define your own digital strategy. Your organisation’s digital solutions will come about through a process of human-centred observation and engagement of your own customers’ needs.

Your customer is always right. Right?

Some of our clients believe that their clients aren’t being considered enough when it comes to digitisation. They feel that not all digital developments go far enough to understand today’s constantly changing end user demands. Ultimately, end user experience is what matters and so it’s essential that the expectations of the client and their well-informed end users aren’t only listened to but also acted upon.

Your customer is always right. Right?

The rise of the prosumer

We found a consistent theme of expectations management from clients and end users alike. The technology cannot keep up with expectations. Their customers want everything now, perfect and personalised – as they have become so accustomed to this in their personal digital experiences. Therefore, business must keep up with the pace of digital change in society.

The rise of the prosumer

What you see is what you get

Our clients felt that the visualisation tools that digital technologies bring help to bridge the knowledge and language barriers and create transparency in the design process. They reduce construction risks by improving pre-building design, enabling rapid prototyping and testing of ideas as well as knowledge transfer. 

What you see is what you get

The following sections give details of what we’ve learnt about digitisation and ‘digital’ from the interviews with our clients:

Smart phone Smart watch

Three children jumping into water African male on train with earphones on

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