This post is sponsored by BORN Group.
BORN Group, an award-winning global digital agency, took home several prized trophies at this year’s Agency of the Year, Malaysia 2020. The promising agency was honoured to be shortlisted for nine categories among other elite and competing agencies in Malaysia. It won three awards to position itself as a niche leader in experience management and enterprise commerce.
BORN proudly donned the hat of being the best Programmatic, Market Research, and Brand & Design agency at the 2020 AOTY Malaysia.
A rising tide lifts all boats
With the accelerating growth of digital in the ASEAN region, the digital economy is projected to add an estimated US$1 trillion to the region’s GDP over the next 10 years. To capitalise on this, the Malaysian market has set a goal of growing its digital economy to 20% by 2021.
However, most Malaysian companies remain in the early stages of their digital transformation journeys. Many have yet to realise improved business performance through the execution of digital strategies. Further augmenting this, the rising demand for a robust CX in the dynamic Malaysian market will force digital agencies to rope in an actionable 360-degree view for their customers and the investments needed, which in turn, will propel brand engagement.
Incepted in 2011, BORN sits at the top of the digital value chain as a thought partner for its clients. Brands across the world have access to plenty of local and regional digital agencies as vendors for digital content-related services. With their consumers’ evolving online behaviour, brands need digital agencies to become their thought partners rather than mere delivery units.
Today, the expectation is of integrated houses of consulting, strategy, analytics, and delivery units. BORN has been strategically building its service offerings to meet this demand from brands. This comprises strategic acquisitions, an expansion of its services to an integrated ecosystem, and adapting and building subject matter expertise in new technologies. Its endeavour is to keep evolving towards building a cohesive ecosystem of digital transformation with technology, commerce, content, and data.
Unfolding the strategic imperatives for ensuring newfangled digital transformation
With BORN’s digital approach, every marketing decision is data-driven through effective instrumentation. It has conceptualised many strategic frameworks and platform accelerators such as Arctic Fox, Bulldog, Bison, and Eagle on top of leading platform providers to help its clients with a faster go-to-market on the pivots of time and cost.
BORN has conceptualised digital transformation (for B2B and B2C businesses) through a signature framework: CxSxPxOxDx, where customer experience (CX) dictates the consumer’s experience of the brand; service experience (SX) helps the brand optimise the product/service-market fit; physical experience (PX) recognises the importance of brick-and-mortar stores; and operational experience (OX) maps the experience and efficiency of the CxSxPx value drivers to revenues. All of these drivers are underpinned by a foundation of data, which is data experience (DX).
BORN achieves the science of CX management through its proprietary framework, Stella. Stella incorporates three key elements:
- Brand experience (BE) covers how a brand attracts and engages clients.
- Behavioural experience (BE) deals with customer transactions across channels.
- Book-of-record experience (BR) captures essential data and analyses it through data science and back-office systems.
This validates BORN’s thinking on storytelling, omni-channel, and sales for their brands, customers, and their internal team.
A decade of unique success stories speak recognition
Focusing on three of its foundation pillars – creative, content, and commerce – BORN offers an enhanced and intriguing shopping experience to more than 500-plus top brands. Its focus is always on the right channel, and using relevant touch-points (digital or physical) where brands can interact best with their customer base.
As an early adopter in the digital disruption, BORN’s journey with top B2B, B2C, and B2B2C brands began over a decade ago. It has helped several businesses rethink digital transformation across the pivots of business models, value chains, customers, and organisation structures with the right skill sets.
“Our mission is to help clients combine all the aspects of customer interaction with a brand into one integrated experience.”
“Our focus is always on the right digital channels – the relevant touch-points where brands may interact best with their customer bases” – BORN Group
For instance, BORN was approached by one of the largest mobile service providers in Malaysia, which was operating in a saturated market, using archaic infrastructure and siloed channels. We helped the telecom player revamp its omni-channel customer experience, online commerce platform, and customer acquisition strategy, using the best-in-class tech stack (commerce + CRM + ERP), digital marketing, and analytics solutions. Over 3.5 million users have been registered across digital channels in the eight months since the launch.
BORN was engaged by a leading Malaysian motor sport retailer to build a scalable platform to enable a seamless purchase of its motor sport merchandise products by its dealers, employees, and end customers. BORN enabled omni-channel orchestration for B2B customers to have a seamless experience journey while they successfully ordered along with a good customer experience.
BORN Group is an award-winning global agency that focuses on enterprise commerce and experience design. It is a Tech Mahindra company.
With over 500 digital transformations under its belt in over 40 end markets covering the B2B and B2C segments, it is one of the largest digital agencies in the customer and brand experience space with offices and operations in eight-plus countries.