Concept Note - For internal circulation and understanding only – V 2.8 – March 2024
We deliver cost-optimal, predictable revenue growth for enterprises from digital. We do this by balancing
between growing revenues from new and existing customers, deepening customer loyalty and brand
connect, and reducing acquisition spends and cost of revenue. We call this Digital Impact.
Cost of Acquisition Cost of Revenue and Up-sell and retention
Digital impact requires multiple pieces to be lined up right – requiring mastery over data & analytics,
technology & engineering, content & experiences, and campaigns & commerce. Xerago interconnects all
these disciplines to assure Digital Impact.
Every enterprise realizes that digital is critical and invests accordingly into digital transformation. While
technology companies are able to do process digitization, there is widespread evidence that digital
investments and platform outlays targeted at revenue growth do not produce appropriate impact. Unlike
technology investments where a platform go-live is treated as success, even the markers of digital growth
are difficult to define, let alone achieve. Market data from multiple research studies as well as Xerago’s own
data points gathered from industry validates this.
Failed Digital Transformation Companies that rate their Digital transformation Utilization of MarTech
initiatives [1] use of digital technology as efforts fall short of the goal investments. And this
highly effective [2] despite alignment at the this dropping year on
leadership level [3] year. [4]
of Digital Transformation Of financial institutions say Of US businesses have not Companies embracing
Projects failed. Only 5% that their digital initiatives seen increased digital transformation
achieved or exceeded are generating lesser performance or profitability without the guidance of expectations. 75% settled for revenues than even their from digital transformation thorough customer
diluted value. [5] capital deployed [6] investments. [7] research.[8]
Source: [1 ]McKinsey | [2 ] Harvey Nash/KPMG CIO Survey | [3] BCG | [5] Gartner | [5] Bain | [6] McKinsey | [7] KPMG | [4] Prophet
70% Failed Digital Transformation initiatives 1 18% Companies that rate their use of digital technology as highly effective 2 70% Digital transformation efforts fall short of the goal despite alignment at the leadership level 3 33% Utilization of MarTech investments. And this this dropping year on year. 4 | |||
95% of Digital Transformation Projects failed. Only 5% achieved or exceeded expectations. 75% settled for diluted value. 5 | 47% Of financial institutions say that their digital initiatives are generating lesser revenues than even their capital deployed 6 | 51% Of US businesses have not seen increased performance or profitability from digital transformation investments. 7 | 41% Companies embracing digital transformation without the guidance of thorough customer research.8 |
1 year after going live, one of the largest Life Sciences companies in the world was unable to even use their MarTech platform. In spite of having multiple digital stacks, a leading US luxury resort company, was unable to leverage data to do basic offer personalization. A leading Mutual Fund Digital Aggregator with a substantial market share acknowledged that their analytical adoption was non-existent. A global Automotive company was not able to handle the business impact of recent browser changes |
Given the overwhelming evidence that digital initiatives targeting customers struggle to return the expected
value, we created the concept of Digital Impact. To assure tangible, predictable revenue growth from digital.
Predictable Revenue and Growth from Digital is not a science. Yet.
There are a number of levers that need to be adjusted to produce digital impact. There is no Standard
Operating Procedure for Digital Impact. Each executive and manager apply their domain-specific point of
view to roll out digital initiatives. Invariably, they do not consider how the individual initiatives complement
each other. This lack of alignment results in impact becoming sub-optimal.
Technology is implemented. Business doesn’t use it.
Experiences are designed. Technology integration is a challenge.
Analytics tools are configured. What business wants is not measured.
These are common issues that plague many initiatives.
There are a number of reasons for this lack of alignment:
- - -
Unlike traditional software, where specs are frozen and remain relatively unchanged, experiences and content
are constantly changing – campaigns are added daily, ads with different formats and templates are created
ad nauseum, customers are fragmented across many channels, and messaging is difficult to sync across
devices and channels. The operational complexity of managing digital is extraordinarily high. That is why,
even the largest enterprises have websites with reams of outdated content and apps with different
functionalities and different levels of experiences across different channels.
Another issue is that enterprises set up experiences and expect that customers will engage with them. This
is the old fallacy of “build a better mousetrap and they will buy it”. Customers need to be nudged. One
enterprise’s customer is another enterprise’s prospect. Switching cost in low in many industries. Customers
are constantly wooed. Instead of focusing on understanding customers to retain and deepen customer
connect, most enterprises have outsourced their customer profiles and understanding to third party DMPs
(which is now changing due to privacy pushback) and companies like Google and Meta.
Technology and Consulting services companies compound the problem by conflating process digitization
with “digital transformation”! Tech upgrades, headcount adjustment, cost reduction, moving fixed expenses
off balance sheet, process digitization, etc. contribute to cost-saves and better technology overall, but not to
any real customer-facing digital revenue and growth impact.
It’s the same problem with agencies and media powerhouses who conflate “Digital Marketing”, with “Digital
Acquisition”, with little understanding of digital revenue growth. For most enterprises today, acquiring a
customer is not the culmination but the beginning of the relationship!
Within the Enterprise, overworked executives and managers with stretched business targets and ever evolving digital priorities are unable to counter standard narratives and templates, and rarely go beyond the
commonly accepted boundaries of what is possible.
To sum up, digital is riddled with chaos, with too many technologies, too many narratives, too much data,
rapid pace of change, operational complexity, fragmented audiences, newer and newer digital media
outlets, and very little clarity.
As a result, every manager and executive in every enterprise is forced to discover their own pathway to digital
nirvana based on their own understanding. Everything is a discovery process with little empirical foundation
of thought. The result is the digital chaos of today.
Yes, with some caveats. Xerago’s model of Digital Impact is most effective for
Revenue model driven by recurring
revenues from existing customers
Appetite for growth
(No meek rabbits)
This lends itself naturally to industries like banking, healthcare, financial services, ecommerce, insurance,
telco, utilities, SAAS, gaming, airlines, hospitality, car rentals, subscription services, etc. Conversely, the model
is less effective for industries like CPG, Manufacturing, etc. Also, the model has low relevance for enterprises
which do not have great aspirations for growth.
Xerago brings science and method to Digital. Our mission is to assure Digital Impact, by converting Digital
into a science. (WIP) This is captured in our baseline – The Science of Digital.
Every enterprise has to leverage 8 drivers which are essential to assure digital impact. If even one of these
drivers is not present or performant, enterprises don’t achieve intended revenue and growth outcomes.
Immersive Interactions
One thing is to attract users on to your digital properties and another is to provide user journeys that are intuitive with low cognitive load. Yet, user journeys are often broken resulting in exorbitant drop-offs. This dilutes the whole purpose of pulling users to digital properties.
Users are exposed to hundreds of competing messages. Attention spans have become micro. Messaging must be coherent. Processes, tools and even org structures are not aligned to create coherence.
“Build a better mousetrap and they will come” is a fallacy that has endured for ages. It is not good enough to build the best experiences or implement the best tools, or even open great outlets or branches, if users are not pushed and pulled to engage.
Impactful Programs
Outcome Focus
Every enterprise has a proliferation of digital initiatives, each at a different lifestage. These initiatives are originated by one stakeholder and implemented by another, invariably affecting clarity of outcomes. That is why many enterprises drive “transformation” endlessly like hamsters on a wheel.
The drivers themselves are obvious, yet almost never considered cohesively. Most enterprises already exploit
some of these drivers as part of their digital initiatives. However, because of the way enterprises are
organized into job functions, these are always conceived piecemeal by different stakeholders.
Xerago interconnects these 6 drivers into a flywheel. This digital flywheel measures, analyzes, attracts,
informs, targets, engages, grows, and deepens customer connection, to assure growth in revenue, ARPU and
CSAT at an optimal cost of revenue.
We diagnose how effectively each of these drivers is leveraged in the enterprise. Based on this
diagnosis…
We help senior managers and executives strategize and improve the drivers of impact.
We enable them with relevant technologies, processes and capabilities.
We also augment the enterprise with operational capabilities to keep the flywheel spinning.
To interconnect these drivers and accomplish this mission, we work with multiple senior managers and
executives across Digital, Marketing, IT, Data, Analytics and Operations functions.
interconnect to assure digital impact. As part of our Diagnostics, we co-create Roadmaps that lay out all the
proximate digital initiatives spanning all stakeholders.
Xerago’s entire organization, spanning all practices areas, services, consulting, and delivery systems are
designed to help enterprises create this flywheel effect, leveraging, improving, optimizing, and
operationalizing their systems.
Xerago assures Digital Impact by helping enterprises convert discrete digital initiatives into a cohesive
revenue and growth engine. This is “The Science of Digital” by Xerago.
We have a 3-part Digital Impact Diagnostic that provides a holistic view of the enterprise’s digital initiatives
and areas that need attention to
produce impact. This diagnostic
benchmarks the enterprise against
the global 100 digital leaders, peer
group and category leaders. This
gives the enterprise a scorecard of
how well they leverage all the drivers
of the Digital Flywheel through their
digital initiatives and also the
priorities to be addressed to achieve
the flywheel effect and assure
revenue and growth impact.
The Global 100 Index measures Cross-Industry State-Of-The-Art digital best practices followed by leading
enterprises around the globe to drive impact. It is available for download from the Xerago website.
The Peer Comparison is an enterprise specific customized analysis, paid by an enterprise, and deployed to
compare the enterprise with their competitors. Unlike the Global 100 Index, the Peer Comparison gives a
more textured comparison with a cohort of competitors and category leaders.
The Enterprise Study is designed to evaluate the presence and effectiveness of the drivers of impact, as
adopted by the enterprise. The
Enterprise Study has two discovery
modes – External Analysis
(Outside-In) and 1-1 sessions
(Inside-Out). The External Analysis
is done by Xerago consultants
using proprietary tools which scan
the Client’s digital landscape, while
the 1-1 sessions are administered
in consultation with stakeholders
from the client’s side. The Study
captures findings known to the
Client, as well as previously
unknown ones.
Based on the findings of the Digital Impact Study, Xerago’s Consultants diagnose and determine the digital
priorities and collaboratively work with the client to create their Impact Roadmap.
We interconnect the levers of the Digital Flywheel – so that all digital initiatives work in sync.
Example representation to demonstrate interconnection.
When technology powers
experiences
When analytics informs
business decisions
When experiences are
instrumented for behavioral capture.
When all enterprise functions stop
operating in silos and work interconnected,
enterprises create digital impact.
When campaign and commerce performance
feeds into analytics
When customer behavior
influences campaigns
Interconnecting all the levers of the digital flywheel is complex. To address this, we have developed the Impact Assurance Toolkit. This Toolkit consists of an array of different tools and frameworks. Based on the initiatives, we utilize the relevant tool.
Impact Assurance Toolkit Strategy Enablement Operations | |||
Impact | • Digital Growth & Revenue Playbooks • Digital Flywheel Model • Revenue Budget Redistributor • Digital Impact Predictor | • Capability Building Programs | • Digital Operations SOP • Brief to Production – Digital Engagement |
Experience & Content | • Communication Coherence Framework • Data-driven Experience Design Methodology | • Experience Refresh Framework • Digital Content Lifecycle Management App • Content Production Checklist • Digital Presence Process Manual | • AI Image & Content Generator • AI Localization App • Conversational Knowledge Repository • Job Types & SLAs • 360° first-time-right Framework • Vulnerability Identifier & Preventer • Accessibility Scorecard |
Digital & Data Analytics | • Digital Instrumentation Framework • Experience Impact Forecaster • Customer Lifecycle Objective: Analytics Mapper • Analytics Algorithm Prioritizer | • Experimentation / Hypotheses Library • Hyper-personalization Scenarios Library • Tracking Parameter Generator • Tag Lifecycle Management App • Smart CTA • MLOps Workbench | • Instrumentation Audit • Server Calls Optimizer • Reporting Templates Library |
Engineering & MarTech | • Digital Impact Reference Architecture • MarTech Stack Optimizer | • Accelerated Implementation Methodologies • Platform Enablement SOPs • Jumpstart Programs • App Modernization Library • Traditional Web : Web 3 Integrator | • Zero Trust VPN Connectivity • PII Anonymization and Transposition Tool • MarTech Usage Analyzer & ROI Gainer • MarTech Health & Performance Optimizer |
Impact
Experience & Content
Campaigns & Commerce • Customer Lifecycle Strategy • Customer State Prediction Engine • Continuous Dialog System • Revenue Leakage Arrester • Churn Predictor • Response Improvement Framework • Engagement Matrix • Triggers Library • Segment Library • Campaign Library • Nudge Library • Catalog & Marketplace Personalizer • Offer Library • Campaign Design Accelerator • Micro-segmentation Algorithms • Contact Fatigue Framework |
We address strategy, technology, and
business enablement gaps by executing
multiple projects to organize the data
layer, harmonize architecture, cut down
redundant layers of the stack,
reimplement, migrate and upgrade
applications, modernize experiences,
plan campaigns, and deliver SOPs and
operations manuals.
For enterprises that do not prefer to build specialized capabilities in-house due to talent development and
retention issues, higher cost, or
expertise availability, we deploy expert
onshore and offshore teams to
streamline processes, set up
interaction models, define SLAs and
scale operations.
2.6 What are the measures of Digital Impact? Col2 Col3 Col4 | |||
Optimize cost of Acquisition. Set up predictable revenues from existing customer base. Reduce cost of revenue. Improve Average Revenue Per User. Deepen Engagement and Loyalty. | |||
Incisive Insights | Immersive Interactions | Integrated Stack | Impactful Programs |
Instrument: All digital assets are tagged and measurable Aggregate: All data sources have been aggregated and queryable for business actions. Analyze: 360-degree view of business performance and digital channels Segment: Customers can be behaviorally segmented with digital and enterprise data Predict: Algorithmically determined next best action for all customers is in place Generate: Generative AI is used across the customer facing initiatives. Govern: Mature processes are in place to collect, process, use and protect PII digital data. | Build: All customer interactions are digitized for monetization. Alleviate: All digital properties are free from friction, accessibility, and health issues Reinforce: All messaging and experiences are congruent Personalize: All communication is personalized across all channels for all segments Experiment: Continuous experimentation and optimization of customer experiences Innovate: Experiences are constantly improved with new innovations | Architect: Comprehensive and integrated MarTech architecture is in place to power customer engagement. Develop / Implement: All procured platforms are implemented and available for usage. Systems and apps are in place for digital engagement. Integrate: All relevant applications are integrated in line with the architecture to prevent data siloes Streamline: Mature processes are in place and followed to use platforms as intended Utilize: All platforms are utilized to the fullest. Optimize: No tech debts or license overheads, and all cost outlays deliver positive ROI Modernize: All MarTech and applications are updated and current. Scale: The applications can scale on demand without any security issues. | Attract: Programs are in place to attract audience to digital properties. Engage: Data-driven customer engagement strategy and revenue generation programs are in place Target: All prospects and existing customers are correctly targeted. Convert: Programs are in place to convert incoming prospects and customers. Grow: Consistent improvement on customer retention Deepen: Consistent improvement in average revenue per customer / product holding ratio Optimize: Consistent improvement in response rates Satisfy: Consistent improvement in CSAT and NPS |
Incisive Insights
Digital analytics is at a maturity level where every user action can be measured and leveraged. Hyper intelligence is a 6-part system: Instrument (constantly update every user action), Aggregate (organize all the
measured data into a queryable source), Segment (split users by behaviors and profiles to enable relevant
outreach), Analyze (derive intelligence and present it intelligibly), Predict (use past behaviors to infer future
outcomes) and Generate (use AI to create insights and output at scale). Your Digital flywheel is hyper intelligent when all the 6 parts work effectively.
Integrated Stack
Very often we see multiple tools in an environment with the same functionality. We see disconnected
systems implemented, without any consideration for how these should operate in tandem. In most cases,
having more tools only pollutes the environment and makes integration tougher. Having a deep
understanding of how the multitude of systems should work together in alignment and architecting solutions
accordingly is essential for impact.
From a scaling point of view, technically, while scale-on-demand architectures and computing-on-tap are
deemed ubiquitous, invariably there are substantial costs and planned outlays in the form of consumption
messages in multiple channels, there is no coherence and users are not influenced to take actions of benefit
to them and value to the enterprise. Creating coherence through content is essential for impact.
Impactful Programs
Very often, we see large enterprises operating on the premise of “build it and they will come”. Modern users
are too distracted to engage even with the enterprises and brands they care about. This reality necessitates
an omnipresent engagement strategy that both captures and retains customer attention. Enterprises must
leverage outbound channels to proactively engage users, compelling them to take action, while
simultaneously crafting compelling destinations that draw customers in and encourage sustained
interaction. A one-sided approach, focusing solely on either capturing attention (push) or engaging interest
(pull), is doomed to falter. True ubiquity in customer engagement requires a harmonious blend of both push
and pull tactics. Pull without push will fail. And so will Push without Pull.
In addition to these 4 core drivers, by being customer-centric and focusing efforts on outcomes, Xerag
Assuring Impact
When these 4 drivers operate in tandem, user understanding is high, experiences have zero friction,
communication is coherent, the different pieces of the digital stack are aligned and architected correctly,
users encounter and engage with the enterprise 360°, and there is line of sight of outcomes, then the flywheel
effect is created.
The flywheel effect is assured by relentless focus on the outcomes and ensuring that every Digital Initiative
is customer centric.
Digital initiatives that don’t have outcome focus end up trying to boil the ocean, but to little avail. Starting with
a clear understanding of the digital destination is the first step to creating impact.
While other stakeholders such as employees and investors count, customers are key target for digital
success. Hence, every digital initiative must have customers at the core to truly deliver impact. The most
common issue we see is inward out thinking, where enterprises work hard to present their products without
regard for their buyers’ point of view.
.
Consulting & Advisory Enablement Operations Managed Services |
Digital Data AI & Analytics MarTech Digital Engineering Experiences Content Commerce Campaigns Cloud Innovation |
Adobe Salesforce SAS HCL Acoustic IBM Acquia Acquigo Open Source |
Incisive Insights Immersive Interactions Integrated Stack Impactful Programs Customer Centricity Outcome Focus |
Col1 Consulting Enablement Operations Managed Services | ||||
Digital Impact | Get 20:20 Digital Vision | |||
Digital Data | Data Advisory | Digital, Mobile and Customer Journey Tracking First Party Data & Cookieless Tracking CDP Implementation & Audience Activation | Data Engineering & Pipelines Tag Lifecycle Management | Data Governance & Stewardship |
AI & Analytics | Generative AI | Predictive Modelling & ML Ops | Personalization and Experimentation |
Digital
Data
Adobe
Col1 Col2 Col3 Analytics Reporting Col5 | ||||
Campaign Services | Customer Lifecycle & Data led Campaigns Advisory | Campaigns & Customer Journey Development Digital Marketing | Database Driven Campaign Services | |
Digital Commerce | Commerce Strategy | Catalog Design & Personalization Commerce Data Management | Digital Commerce Management | |
Experience | Digital Business Conceptualization CX Transformation | UX Analysis, Design & Development Rebranding & Experience Upliftment Omnichannel & Phygital Experiences AI-powered Chatbots | Content and Experience Development Services | |
Content | Content and Experience Advisory | Brand Compliance and Accessibility Digital Presence Management | Content Management Services | |
MarTech | MarTech Stack Consulting Advanced MarTech Guidance | Implementation, Integration, Migration and Upgrades | MarTech Operations and Support | MarTech Managed Services |
Digital Engineering | Digital Engineering & DevSecOps Advisory | Digital, Mobile and Cloud Apps Engineering App Modernization, Maintenance and Support | Digital Apps Management |
Col1 Col2 Web3, XR, VR, AR, Blockchain Apps Col4 Col5 | ||||
Innovation | Web3 Innovation Advisory | Generative AI Blockchain, NFTs & Tokenomics Metaverse, AR, VR, Digital Twins | ||
Cloud | Cloud Consulting | Cloud Migration App Modernization Multi-cloud Optimization | Cloud Maintenance & Operations | Cloud Managed Services |
Is the digital presence completely in place? Are there gaps in the digital presence?
Without investing into anything new, Xerago When digital pieces are missing or outdated, optimizes processes, technologies, resources, and Xerago implements the pieces and then makes the
deliverables to produce impact. overall system performant to produce impact.
Xerago spans the enterprise’s customer facing digital layer that influence revenue and growth. Visualize the
Is the digital presence completely in place? Without investing into anything new, Xerago optimizes processes, technologies, resources, and deliverables to produce impact. Are there gaps in the digital presence? When digital pieces are missing or outdated, Xerago implements the pieces and then makes the overall system performant to produce impact. |
Cloud
AI &
Xerago v Consulting Firms
Insights
Digital Strategy & Enablement Operations Outcomes Insights
Consulting companies that offer Digital Transformation are usually limited to providing Insights and Strategy.
Xerago does so too. But, in addition, Xerago delivers Strategy Enablement, Operations and Outcomes.
Xerago v IT Services and System Integrators
Enablement Operations Outcomes Insights
Technology companies and System Integrators that provide Digital Transformation treat it as a process
digitization play, with technology at the core. Xerago leaves core technology to the tech players and focuses
exclusively on the customer-facing Digital presence, and always focuses on revenue and growth impact.
investments, focusing on the deliverables that matter, interconnecting the different pieces to produce
tangible and measurable growth and revenue impact.
Client What We Did Outcome Practice(s) Service(s) Partner(s) | |||||
HDFC Bank | Platform identification, solution design, implementation, upgradation, tech support and managed campaign services. | 3.3X increase in product holding ratio over 5 years 26% increase in contribution to portfolio growth | MarTech Campaign Services | MarTech Stack Consulting Advanced MarTech Guidance Implementation, Integration, Migration and Upgrades MarTech Operations and Support MarTech Managed Services Campaigns & Customer Journey Development | HCL Unica Campaign, Interact, Optimize, Plan, Detect (sunset), Model (sunset), Adobe Campaign |
AIMIA | Campaign management platform implementation and campaign management | Improved capability to target 15 million customers that are part of the loyalty program | MarTech Campaign Services | MarTech Stack Consulting Implementation, Integration, Migration and Upgrades Campaigns & Customer Journey Development | Unica Campaign |
Client What We Did Outcome Practice(s) Service(s) Partner(s) | |||||
PayPal | Jumpstart program to scale campaign velocity | 22% & 19% increase in customer activation and adoption, respectively | MarTech Campaign Services | Advanced MarTech Guidance Campaigns & Customer Journey Development | Unica Campaign |
Hong Leong Bank | Re- implementation of analytics solution, implementation of targeting solution. Reporting and personalization. | 98% reduction in unwanted server calls. $500K in license savings. | Digital Data AI & Analytics | Tag Management Digital, Mobile and Customer Journey Analytics Personalization and Experimentation | Adobe Analytics, Adobe Launch, Adobe Target |
Kotak Bank | Integrated 30 data sources with the operational data source and integration of ODS with campaign management platform | 360-degree view of customers and 60% improvement in campaign time-to-live | Digital Data | Data Engineering & Pipelines | Unica Campaign, Interact, Detect (Sunset), Plan, Optimize, Acoustic |
Celcom | Analytics and targeting platform implementation and personalization and experimentation | ~MYR 2Mn+ monthly e-com revenue | Digital Data AI & Analytics | Tag Management Digital, Mobile and Customer Journey Analytics Personalization and Experimentation | Adobe Launch, Adobe Analytics, Adobe Target, Adobe Audience Manager |
Ageas Federal | Built policy persistency model | 87% model accuracy and | AI & Analytics | Predictive Modelling & ML Ops | IBM SPSS, IBM |
Client
PayPal
Hong
Leong Bank
Kotak Bank
Client What We Did Outcome Practice(s) Service(s) Partner(s) | |||||
19% increase in policy persistency | Predictive Customer Intelligence | ||||
Matrimony. com | Unica Campaign integration with community edition of MySQL (No native support) | $3Mn potential savings on license costs | MarTech | Implementation, Integration, Migration and Upgrades | Unica Campaign |
Royal Sundaram | Built 15 digital insurance products | $120 Mn Gross Written Premium in 2 years | Experience | Digital Business Conceptualization CX Transformation UX Analysis, Design & Development | Liferay |
AIMIA | Created 700+ unique customer segments for campaigns | 22% increase in reactivation of dormant customers | Campaign Services | Campaigns & Customer Journey Development | Unica Campaign |
TTK Prestige | Setup and managed Magento Commerce | 37% increase in SKU management efficiency | Digital Commerce | Digital Commerce Management Commerce Data Management | Adobe Commerce (Formerly Magento) |
ADCB | Unica version upgrade from 8 to 11 | Record 50% reduction in upgrade time. Approach globally evangelized by HCL | MarTech | Implementation, Integration, Migration and Upgrades | Unica Campaign |
Client What We Did Outcome Practice(s) Service(s) Partner(s) | |||||
Apollo Munich Insurance | Facilitated connectivity between Adobe Campaign and unsupported on- premise data warehouse | ~$500K savings from potential MarTech investment loss | MarTech | Implementation, Integration, Migration and Upgrades | Adobe Campaign |
Stellantis | Marketing Cloud and Service Cloud implementation, integration and journey management | 43% improvement in customer engagement | MarTech Campaign Services | Implementation, Integration, Migration and Upgrades Campaigns & Customer Journey Development | Salesforce Marketing Cloud, Salesforce Service Cloud |
RHB Bank | Migrated campaigns from legacy Unica platform to SAS | Better capabilities to target existing customers | MarTech | Implementation, Integration, Migration and Upgrades | SAS |
Kotak Bank | Facilitated handshake between Unica and Oracle Siebel CRM | 27% increase in cross-sell offer uptake | MarTech | Implementation, Integration, Migration and Upgrades | Unica Campaign, Oracle Siebel CRM |
DBS Bank | Helped validate completion of implementation of Unica | ~$500K savings from potential MarTech investment loss | MarTech | MarTech Stack Consulting | Unica Campaign |
Ageas Federal | Helped future- proof their | Positive impact on | MarTech | MarTech Stack Consulting | AutoML, H20 |
Client
Apollo
Munich
Insurance
Stellantis
RHB Bank
Client What We Did Outcome Practice(s) Service(s) Partner(s) | |||||
predictive modelling capability in the backdrop of IBM sunsetting SPSS | accuracy of policy persistency model | ||||
Citibank India | Overall digital presence management. Analytics and reporting. | 40% increase in contribution of digital to business growth over a span of 10 years Best Internet Bank award winner for 7 consecutive years | Experience Digital Data AI & Analytics | Rebranding & Experience Upliftment UX Analysis, Design & Development Content and Experience Development Services Tag Management Digital, Mobile and Customer Journey Analytics | OpenText, Adobe Analytics |
Intel | Social listening and management | 7X improvement in NPS, from negative to positive | AI & Analytics | Analytics Reporting | Salesforce Social Studio (Formerly Radian 6), Adobe Analytics, Google Analytics |
Axis Bank | Built a near real- time DataMart for campaigns | Brought down the data latency from 2 days to 2 | Digital Data | Data Engineering & Pipelines | Unica Campaign |
Client What We Did Outcome Practice(s) Service(s) Partner(s) | |||||
hours. Increased relevance of campaigns. | |||||
StarHub | Customer Value Management campaign management | S$2Mn monthly revenue from campaigns | Campaign Services | Campaigns & Customer Journey Development | Unica Campaign |
Deutsche Bank | CMS migration from legacy system for intranet and internet | 43% accelerated time to live of content changes | MarTech Experience | Implementation, Integration, Migration and Upgrades Content and Experience Development Services | Adobe Experience Manager |
State Bank of India | Campaign Management Platform implementation | Improved capabilities to target “YONO” customer base. | MarTech | Implementation, Integration, Migration and Upgrades | Unica Campaign, Acoustic, SAS Campaign, SAS Data Miner |
Client
StarHub
Deutsche
Bank
State Bank
All impact in the digital space comes down to
enterprises gaining value from customers and other
stakeholders through digital channels.
Create great digital experiences to engage users.
Power the experiences with custom applications and MarTech platforms
Drive usage of applications and platforms with microsegmented, hyper-targeted campaigns
Capture response, engagement and behavioral data to optimize digital experiences.
This virtuous cycle is at the heart of Xerago’s approach to converting Digital into Science.
We also have a reference architecture that captures how all the different technology components of an
enterprise are interconnected, which we use to determine architectural alignment.
Here are some templates that are similar to Xerago - Capabilities Ver 3.3-1.pdf.