At Factory, we use a simple Chemistry to Audit to Implementation process. All of which is delivered by our agile team of design, development, retention, brand and AI-automation experts. This allows you to scale your Factory resources up and down as your needs change
Process.
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Chemistry
Our first touch point is a one hour chemistry call to unpack where you are and where you want to be. Expect a short, but impactful, list of questions to help us identify if we’re the right fit and how we will realise your CX goals.
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Audit
Our CX Audit process is based on our experience delivering more than 150 digital transformation projects. It involves virtual and in person workshops with all your key business stakeholders.
The output is a report which focuses on uncovering gaps and suggesting recommendations for you to improve your business from CX perspective.
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Implementation
We assemble your expert, cross-functional team and deploy your work streams at a pace that suits you.
We strive for long term relationships. However, we understand that some implementations are shorter than others. So we work on a project or retainer basis. If we are working on a retainer, we begin with a three-month engagement
Services.
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Consulting
We provide your brand with a CX brain & body that has more than 30 years of experience.
That experience enables us to embed inside your business, navigate projects, manage budgets and empower you to choose the best CX technology stack and implement it in a timely and economical manner.
Additionally, we work with you on special and complex CX problems like determining whether headless or composable solutions are right for you, identifying and implementing custom technology solutions, and providing strategic insights for your go-to-market strategy.
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Design & Development
We work with your internal design & development team or act as your end-end digital function depending on the stage and size of your business.
Our design work encompasses user research and analysis, developing design systems, wire-framing, and prototyping.
Our development work includes custom and off-the-shelf theme development, store setup and configuration, custom feature and functionality development, front-end feature integration and technical SEO. We also offer more specialised services such as custom apps, headless and composable development and third-party API integration.
Our process is backed by UI/UX audits, benchmarking, A/B testing, usability & accessibility testing and conversion rate optimisation.
All of which is optimised for performance, your brand world and shipped through a thorough testing and quality assurance process to ensure your digital infrastructure is robust and future-ready.
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Retention
We work with your internal marketing team, or become your external retention experts. Our goal? Balance creativity and data to craft solutions that foster loyalty, boost lifetime value, and turn happy customers into super-advocates.
Our retention work includes loyalty programme design & management, personalisation, CRM management, Email & SMS management and campaigns, subscription programme design & management, customer feedback & advocacy programmes, community engagement & brand building, retention analytics & reporting and omni channel retention thinking & implementation.
All of which is run through our retainer model which is designed in terms of structure and slack depending on the size and stage of your business.
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AI & Automation
We don't need to tell you that the world is being eaten by AI. But how does one actually take advantage of all of the perceived benefits of this new technology as it relates to CX?
Do you simply rely on your technology partners to provide AI-features? Or, should you consider building something bespoke yourself? Claude or Chat? Which AI agents are best fit for your business? Alternatively, would you get a better result with a simple API to API automation workflow using Zapier? Or is it simply some internal education on the possibilities?
Through our consulting work, we identify AI and Automation CX opportunities for your business and implement them using our team of AI and Automation experts. Alternatively, we work with your internal technology team to bolster their knowledge and allow them to implement the required change.
