Services

Marketing, Advertising & Commerce

Experience is at the heart of the human condition. It’s how we learn. It’s how we live. It changes us. We believe that humans retain more from an experience than from things. How we feel is what sticks with us. Our experience imbues the world with meaning, embeds memories, and transforms our perceptions and behaviors.

Great experiences build connections. Strong connections create loyalty. Loyalty drives business results.

Who we are

In the Marketing, Advertising & Commerce team (part of Deloitte Digital), we combine a multidisciplinary set of profiles and capabilities such as

Our strategists make sure you understand your marketing, advertising or commerce challenges and help you identify the opportunities to boost your presence on the market. The strategist defines your long-term roadmap and helps with identifying your optimal technology set.

Our growth marketeers will support you in developing and executing strategies to launch or expand your brand and products on the market. They focus on increasing customer acquisition and retention, overall boost of revenue using data driven techniques and experimentation to achieve your overall marketing and advertising goals.

Our designers create beautiful and meaningful user interfaces based on e-commerce best practices and user experience standards. Their designs ensure that your customers are presented essential information in the most user-friendly and intuitive way.

Our analysts study, analyze and document your business processes and embed these in your marketing, advertising or commerce offering and capabilities. Analysts focus on achieving the best customer experience in the most efficient way, while respecting your business objectives and requirements.

Our developers make sure that we implement the user interactions for your MarTech and Commerce platforms, as well as the technical backbone such as servers and databases. They are responsible of ensuring cross-platform integrations and optimization for applications.

Our architects ensure that your new solution fits seamlessly in your existing ecosystem setup or help you identify the best options for optimization.

Out integration analyst assures that all data impacting your customers’ experience flows correctly and timely between the different platforms in your technical ecosystem.

Our team is diverse, experienced, and committed. Meet some of the experts eager to make an impact on your business.

Why did you join Deloitte Digital?

My story at Deloitte started in Risk Advisory. After some time, I was looking for a new professional challenge... and the Covid crisis opened a new professional opportunity for me! On one hand, I wanted to orient my career towards future-proof digital transformations, being able to work with the latest market technologies that could have a direct impact on our clients. And on the other hand, the pandemic reinforced the importance for big & small companies to be resilient and digitally present to thrive in the new normal. Fortunately, Deloitte encourages internal moves across the different business units. I very quickly found numerous exciting positions and got directly attracted by Deloitte Digital and its different offerings. I could apply very easily and got hired as an eCommerce Consultant!

What do you like the most in your job?

I like the fact that I am constantly learning. I have been advising and guiding clients for almost 2 years on their journey for a new B2B Commerce platform and yet, every day is a new opportunity to learn and discuss with the different team members & different profiles that are part of my project. My long-term motivation is widely due to an Agile way of working and a dream team of colleagues filled with talent and kind-hearted people. Today, I am very proud to see that the eCommerce platforms implemented by my team are live worldwide.

What’s one thing on your bucket list?

On a more personal note, I also love travelling and discovering the non-digital world! Climbing Mount Kilimanjaro is definitely the next one on my bucket list.

Why did you join Deloitte Digital?

Joining Deloitte Digital was a plunge into the deep. I built up a lot of experience through different agencies for which I am grateful. My ex-colleagues told me: “hey Niels are you ready to go corporate?” And yes, I was. At Deloitte, I got the opportunity to further develop my abilities through working together on big projects for the best-in-class companies in Belgium. The international vibe and being surrounded by intelligent, very capable colleagues energized me to all-in for Deloitte Digital.

What is your best memory at Deloitte?

Since I was 16 years old, I started DJ’ing. Due to the opportunities Deloitte offers I was able to meet some great artists I look up to and play on the same stage in front of more than thousands of partying Deloitte colleagues. Nowadays I even get asked to practice my hobby even more at company events which makes every minute worthwhile.

What piece of advice would you give to your younger self?

Don’t hesitate to take on a challenge. You will learn a lot more by pushing yourself to break your own boundaries. At Deloitte, I now try to grow others by challenging colleagues with the knowledge I have acquired up until now. This is something I could not have foreseen me doing 5 years ago at this point in my career.

Why did you join Deloitte Digital?

I joined Deloitte Digital because of my interest in the global scale and the centralized knowledge this company offers. After graduating from a Bachelor of Applied Computer Sciences, I started working as a Salesforce Specialist where I was able to learn more and more about the Salesforce community in Belgium. Very quickly, it became clear to me that Deloitte was one of the top players in the industry, with a lot of knowledge and skills in the team, and a diverse and international client portfolio. Eager to expand my knowledge and skill set, I joined Deloitte Digital as a Salesforce Specialist.

What exactly do you do at Deloitte Digital?

For my current project, I am a technical developer implementing solutions for Salesforce Commerce. I specifically focus on integrating different systems so that all aspects of the business can interact and run smoothly. You can think of me as a translator between two systems: while SAP and Salesforce each have their own language, I make sure that both systems can communicate effectively with each other. In addition, I also monitor the overall back-end development of the project and make sure the quality is up to Deloitte standards.

The fun thing about being part of Deloitte Digital is that your job description is not set in stone. Depending on your interests, available clients, and current projects, you can be sure that no two days will be alike.

What's one thing people don't know about you that they would be surprised to find out?

My job at Deloitte can be very technical and involves a lot of thinking. After work, to relax and unwind, I like to be creative by writing and playing music. This helps my mind relax and prepare for a new day at work. Last year, I even released my first EP, entitled Medicine. This short album is about overcoming anxiety. You can find me on Spotify under the name James Gale, a singer-songwriter who makes very moody music. Check it out!

What we do

We meet you where you are today, anticipate where you should be in the future, and together plot the roadmap in between.

We look beyond the customer to the human, shaping offerings around real lives to create sustainable business futures. We call this ”elevating the human experience.”

Focused on facilitating and accelerating your Marketing and Commerce Transformations, we can support you in these domains:
 

Marketing and Commerce Strategy & Vision

We combine storytelling, technology, design thinking, and behavioral science in new and unexpected ways to craft impactful and bold new ways of engaging with customers. We can help you in the creation of memorable experiences—whether you’re building a brand, launching a new product, or rethinking your digital Go-To-Market strategy. Our experts will support you in the roadmap planning, making sure to reflect your vision in winning omnichannel marketing, e-commerce, and communication strategies.
 

Data Driven Marketing and Commerce based on profound Customer Insights

Personalized, contextual, and dynamic customer experiences lead to high quality engagements. By deeply understanding the needs & wants of the customer, you will get actionable insights to achieve the future desired state.

Our experts are fully experienced to support your dynamic targeting and segmentations, user profiling, and (digital) analytics needs. Next to this, we can also design the right data model to connect your key data sources. We can make sure your team is empowered with the right KPI tracking & dashboarding capabilities, to take action on what matters most: optimize your campaign & media mix, increase your ROI and make informed marketing budget decisions.

There is an abundance of data, key is to make this data actionable for your business!
 

Targeting & experience focused value proposition

Customers should be at the heart of any strategy. We can help you identify the Total Addressable Market (TAM), your Active Market, perform customer research, develop key persona and design customer journeys. Based on these inputs, we support your service & ecosystem design, integrating the development of the required use cases and the UX of Marketing and Commerce focusing on touchpoints & content.
 

Scale & run marketing and commerce processes

With our experience working closely with CMOs and Marketing leaders, we can help you assess and optimize your current Marketing & Commerce processes. Agile Marketing questions existing processes and makes companies re-think their in- versus outsourcing strategies. We can help you drive substantially increased and measurable value by enhancing your campaign services, and reimagining your strategy for media & advertising services.
 

Technology & platform solutions

As we believe technology is a growth catalyst and a transformation enabler, we have global partnerships with the major marketing and commerce technologies in the market, covering Marketing Automation, CMS, Commerce and CRM platforms, CPQ and Customer Data Platforms.

With a leading Salesforce and Adobe practice, we can support you in the evaluation, selection, implementation and ongoing support of technology platforms. Based on your needs and future ambitions, we perform a tech landscape assessment, vendor selection and agile implementation. With a rapid and sprint-based approach, prioritized functionalities and features can be deployed in a short time frame, while our change management approach ensures platform adoption.
 

Organization Empowerment

Marketing & Commerce are constantly evolving, and our experts keep up to date with the latest trends, technologies, and changes in the market which all influence the required skills sets of organizations. You can reach out to us for Marketing & Commerce capability assessment, Governance & Operating Model design, and the Change management needed to make this happen.

…And there is so much more! Do you want to implement growth marketing? We can help you. Are you interested in identifying how the disappearance of 3rd party cookies will impact your marketing operations? We’re the right choice. Feel free to reach out with any marketing & commerce challenge, we’d be eager to support you.

Our latest projects

Our creative digital consultancy combines innovation, design, technology, change, insights, speed, and ambitions. With this approach, we deliver a rapid strategy linked to rapidly making it happen.

Context

Our client is a global leader in generic and biosimilar medicines, committed to play a leading role in driving access to medicine worldwide. As part of their digital transformation ambition, they wanted to define and implement a Marketing Automation solution to support its markets globally with key capabilities to enable their Sales and Marketing teams in driving value during the moments that matter most to their customers along their unique journeys.
 

What we did

Our Deloitte Digital team worked over a 9-month period to define, implement and adopt one of the biggest Salesforce Marketing Cloud solutions worldwide, implemented for this industry. During the initial phase, the needed capabilities, functional requirements, persona, business processes, as well as the target architecture and data model & integrations were defined, which was followed by a development, testing, and roll-out phase. Key solution capabilities were the management of content both on a local and global level, sending dynamic and personalized emails and mobile messaging, and creation of multi-channel journeys making use of the synchronized data from the global solution. We defined and implemented global email templates and customer journey templates that could be reused by local markets to strengthen their tactics. Additionally, we proposed an extensive adoption roadmap to support both local, regional and global teams to increase engagement and boost usage of the solution to the fullest.
 

Impact

By implementing Salesforce Marketing Cloud, our client was able to roll-out marketing automation capabilities, enable omni-channel customer journeys via global and regional templates, set best practices and standard processes globally to over 60 markets, allowing them to enhance their engagement with customers, automate marketing activities, as well as allow more effective internal collaboration, leading to proven increased efficiencies.

Context

Our client was facing several challenges with their most important product: Car Insurance. Those challenges were led by different market factors such as the decline in new car purchases, an increase of direct competition, strong media, and price pressure. They needed help to optimize their marketing and sales activities, with the goal of increasing sales while efficiently allocating their marketing spending.
 

What we did

We came up with a marketing transformation framework composed of 3 focus areas. In Phase 1, Deloitte analyzed the marketing content, activities, and performance of past campaigns. Based on the findings, a ‘book of quick wins’ was summarized and 4 key customer archetypes were defined to enable better customer journey personalization. Our team also provided recommendations on marketing spending optimization. During Phase 2, the current data model was analyzed. Based on the marketing ambitions, a new data model was defined, which would enable cross-channel communication and personalization to be more relevant to prospects and clients. At the same time, a performance measurement and reporting framework was defined to improve marketing effectiveness. Phase 3 was focused around putting in practice the recommendations provided during phase 1 & 2.
 

Impact

Following this project, our client has not only transformed it’s marketing activities, but also changed the mindset within the marketing teams, putting the customer journey and the customer value proposition at the center of attention. This project has also created a significant impact at the management level, emphasizing the importance of marketing transformation for the company. This marketing transformation enabled their clients to live a more personalized and relevant experience, at every marketing touchpoint, resulting in measurable impact on the acquisition rates.

Context

Our client reached out for support on their road to new B2B2C e-commerce aspirations. They already operated a multi-brand commerce platform, but they were facing major pain points such as lack of interconnectivity between systems and obsolete technical architecture paired with evolving needs of their B2B partners seeking for tailor-made solutions.

Our role was to provide a first-class B2B2C business management tool in order to help their internal and external partners to create the best experience to serve their clients.
 

What we did

We started identifying the persona and user journeys to design the solution around their needs. In combination with the enterprise architecture, roadmap and ambitions, we leveraged the strength of Salesforce B2B commerce Cloud to launch a new platform offering a rich set of B2B & B2C e-commerce features and enabling our client to go-to-market fast, replacing their previous tool.
 

Impact

This digital sales transformation boosted the network productivity among all the stakeholders involved while improving stock fluidity, client acquisition, experience, and loyalty. Furthermore, the new platform created a link & source of added value services (transactional and informative) between their B2B partners & all external users. By fostering innovation, it allowed better business development and management for both parties.

Are you interested in our expertise and willing to discuss? Contact us to discuss your needs.

Key contact

Kathleen Peeters

Kathleen Peeters

Advertising, Marketing & Commerce Leader

Kathleen leads the Marketing and Commerce Offering within Deloitte Digital. Her professional motivation consists in helping companies leverage the full potential of their business by making meaningful... More