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Case study: Gamification and engagement marketing startup In cooperation with a partner, AltexSoft developed a gamification and engagement marketing platform that helped clients to take this first step on the path of transforming the delivery value. The platform allows retail, healthcare, and casino businesses to gamify their discount campaigns. As customers purchase physical products and services, they can participate in digital discount campaigns and become more engaged with the brands. Companies, from their side, could assess their campaigns and better match reward propositions to different segments of the audience. Read the full case study. Digital transformation roadmap 2: changing what you deliveradinga This path of transformation is preferred when the physical revenue streams no longer match the digital expectations of customers or partners. Thus, the transformation starts with addressing digitalized customers and evolves to redefining the core value proposition as most of the customers demand digital products. This leads to replacing the physical proposition with a digital one. Case study: Pawnshop cloud-based management environment Bravo Pawn Systems LLC. is a leading SaaS provider in the sphere of integrated point-of-sale and inventory management solutions. Together with AltexSoft, the company developed a fully cloud-based management environment for pawnshops. By switching to an entire digital value proposition, pawnshops also address several operational problems. Instead of arbitrarily estimating products on-site, pawnshops can assess products remotely online by receiving pictures from customers. Smart assessment tools help to avoid inaccurate estimations. Also, the software meets eCommerce capabilities–products can be sold on eBay, Amazon, or other eCommerce platforms in a semi-automatic manner due to the integration of multiple APIs. Bravo helped pawnshop owners reshape the value proposition by moving to solely digital operations. Choosing the path shouldn’t be based only on the degree of digital disruption. While mobility and digital expectations of customers are critical, organizations should consider the strategic decisions on other players and availability of shifting legacy and physical processes to digital ones. Customer and employee experience: Setting up an effective feedback mechanism There’s a blind spot in most conversations that addresses the experience layer of interaction with customers. Every time we bring up the experience question, we tend to talk about it in terms of user experience or customer experience. We emphasize how a customer or a partner interacts with the brand and how the brand dictates the rules of this interaction. However, the mobility and digitalization trends reshaped this approach leaving organizations with little to no tools for controlling the customer experience. We can’t dictate that a client or partner should use only the phone channel to contact the organization. The new way to build a firm community around brands is to embrace the dual-track interaction in which brands receive feedback from customers and reshape the experiences they deliver accordingly.