CUSTOMER EXPERIENCE STRATEGY
Digital Strategy Partners (DSP) was established by Dennis Haugan in 2015 to provide Customer Experience (CX) consulting services.
Dennis works with clients and agencies to design customer-centric experiences that bring together the right content and capabilities at the right time to help customers make the decision to select, maintain, and advocate your brand.
As both a client and consultant, Dennis has been responsible for setting and executing customer experience strategy and digital strategy for over 20 years earning industry recognition from JD Powers, Forrester Research, Foresee, and Dynatrace (formerly Keynote Systems).
Dennis is a current member of the Forbes Agency Council, a Partner in CMO Consulting Group, and an Advisory Board Member at rippleFLIX.com, a streaming platform that brings independent filmmakers and nonprofit organizations together – connecting awareness building created through film with on-the-ground action provided by nonprofit organizations.
Make UX efforts add up
I recommend that you clearly define both UX and CX and ensure that both internal and agency partners align to the definitions. A common way of defining the two is as follows:
User Experience (UX) is focused on the experience a customer has with your digital touchpoints.
- Information Architecture
- Interaction Design
- Visual Design
- Template Design
- Product Design
- App Design
Customer Experience (CX) is focused on the collective experience a customer has with your brand.
- Brand Experience
- Messaging Hierarchy
- Value Propositions
- Customer Segments
- Customer Personas
- Customer Journeys
Dennis works with clients to bring together the right content and capabilities at the right time to help customers make the decision to select, maintain, and advocate a brand.
Over the last twenty years Dennis curated the best practices he developed into a suite of CX services. These CX services include:
- Strategy – balancing customer and business wants, needs and goals within a pragmatic evolution plan
- Personas – extension of marketing personas addressing customers wants, needs and goals throughout their lifecycle
- Design – scalable methodology and framework for marketing campaigns, product launches, projects, technology platform implementations
- Mapping – persona-lead, scenario-based customer journey mapping across the digital ecosystem and throughout the customer’s lifecycle
- Roadmap – quick-win optimization sequenced with longer-term evolution
“Dennis is by far one of the most forward-thinking people I have worked with. His ability to see trends in a dynamic web environment and champion radical change in an organization is a very special talent. His digital marketing experience is a solid foundation to help companies build and extend their brands and products within a complex multi-channel ecosystem.”
“Dennis was extremely helpful in aligning multiple stakeholders to a shared digital evolution plan. I appreciated the time he spent with me, my team, and all my stakeholders to truly understand our unique health system needs. My executives found his digital knowledge inspiring and trustworthy, and my team found his hands on mentoring approach rewarding. For me, he was able to significantly increase momentum in our digital evolution and make sure it started with our patient’s wants, needs and goals.”
PARTNER TO ADVANCE CX EFFECTIVENESS
As both a client and consultant, Dennis has helped set and execute customer experience strategies for brands across an array of industries in both leadership and consulting roles.
“Dennis is one of the brightest and most capable customer experience officers I know in the industry! I had the pleasure of working as a consulting partner with Dennis on a digital project at a leading retail client where we delivered a three-year web evolution roadmap with detailed execution plans. Dennis is a very strong leader who has the ability to think strategically and roll up his sleeves while using both the left and right brain. He is able to take complex situations and turn them into simple, easy to understand solutions.”
“Dennis is one of those professionals who a) knows his stuff, and b) is a pleasure to work with. He’s truly a digital native, having been on the ground floor when my client started into this space, and he successfully brought the brand forward despite numerous challenges. He’s also a lot of fun to work with, and can be counted on to deliver results. Great guy.”
LETS WORK TOGETHER
Whether you’re a client that needs consulting support or an agency that needs freelancing support, contact me and let’s see how we can work together.