Infrastructural & Transformational Programs

Custom Solutions ™

Specialized consulting for technology, data, and industry-specific transformations.

Overview

Beyond core offerings, Real & Co. provides specialized consulting addressing specific CX challenges and emerging opportunities. These services leverage our collective expertise in particular domains, offering focused solutions for organizations with defined needs in areas like technology selection, data analytics, design innovation, or industry-specific transformations.

Service 6.1: CX Technology Selection and Implementation

Overview

Independent advisory and implementation support for selecting and deploying CX technology platforms (CRM, CDP, journey orchestration, VoC tools, contact center platforms). Provides unbiased guidance, thorough requirements analysis, vendor evaluation, and implementation support to ensure value realization.

Methodology

• Define clear requirements based on business needs

• Comprehensive vendor evaluation using standardized frameworks

• Facilitate demos and POCs with shortlisted vendors

• Provide negotiation support for optimal commercial terms

• Support implementation with project and change management

• Ensure knowledge transfer for sustained platform optimization

Key Outcomes

• Optimal platform selection aligned with business needs and budget

• Negotiated commercial terms (often saving 15-25% vs. list pricing)

• Successful implementation with high adoption

• Avoided costly mistakes and vendor lock-in

Service 6.2: Customer Data Platform (CDP) Strategy and Implementation

Overview

Specialized service designing and implementing unified customer data strategies and platforms enabling single customer views, real-time personalization, and advanced analytics. Addresses the challenge that most organizations struggle to analyze customer data due to fragmentation and poor quality.

Methodology

• Assess current data landscape (sources, quality, accessibility)

• Design unified data architecture aggregating touchpoint interactions

• Select and implement appropriate CDP platform (or custom solution)

• Integrate data, manage quality, and establish governance

• Enable use cases (segmentation, personalization, analytics, orchestration)

• Ensure GDPR compliance and customer data rights

Key Outcomes

• Unified 360-degree customer views

• Enabled personalization and real-time decisioning

• 40-60% marketing efficiency improvements

• 20-35% increase in customer lifetime value

• GDPR-compliant data practices

Service 6.3: Industry-Specific CX Transformation

Overview

Tailored CX transformation programs leveraging deep industry expertise and sector-specific accelerators. Specialized for financial services, retail, telecommunications, healthcare, and hospitality—combining industry best practices with Real & Co.'s proven methodology.

Methodology

• Sector-specific journey frameworks and best practices

• Regulatory compliance integration (e.g., banking, healthcare)

• Industry benchmarks and competitive intelligence

• Specialized use cases and solutions (e.g., retail omnichannel, digital banking)

• Peer learning with other industry leaders

• Draws on Real & Co.'s 100+ project database for sector-specific insights

Key Outcomes

• Industry-specific CX strategy

• Sector benchmarking and competitive analysis

• Regulatory-compliant solutions

• Industry best practice playbooks

• Peer networking and learning opportunities