Digital Customers, Channels, and Markets

Designing and enabling improved multi-channel customer experiences, digital customer interactions, digital sales, and digital channel distribution capabilities.


Accenture Digital helps clients differentiate their brands by focusing their resources and processes on customers, channels and markets.

We help apply digital technologies to disrupt traditional thinking and create differentiation in the market with a focus on how best to engage with customers and through which channels. We help set the vision, goals and roadmap for maximizing business results and customer experience with clearly defined outcomes, including all aspects of assessing capabilities and formulating strategies around three key areas:

  • The customer

  • The business operating model strategy and supporting processes

  • The digital platforms (including digital IT ecosystems, data collection/warehousing, mobility and analytics that support marketing and customer strategies).

Our View of Digital Transformation

Case Studies


Creating an integrated customer experience is key to sustaining a strong competitive advantage.

Recent years have seen the explosion of channels and devices. To keep pace, many companies have developed a range of tools—from engaging websites and mobile apps to convenient kiosks and well-organized stores. Yet if companies do not integrate all of these channels for a relevant, connected and personalized customer experience, their efforts are in vain—translating to misused resources and lost opportunities.

Attracting today’s customers and delivering connected and continued experiences requires companies to become truly omni-channel—breaking down departmental silos, creating new organizational blueprints, developing a omni-channel strategy that puts customers first. The result can be higher customer satisfaction, enhanced loyalty and greater sales.

Learn more about Digital Commerce services

The pace of evolution is not standing still—and neither is your customer. Companies that are still managing their channels separately have fallen behind.


We didn’t incorporate anything we didn’t think a runner wouldn’t need or appreciate… we left certain things out on purpose. We’re not trying to make a smartwatch, but the smartest running watch.



 Transforming the miCoach experience with adidas

adidas asked Fjord, part of Accenture Interactive, to expand upon the success of their miCoach platform of smart technology to fit the lifestyle and behaviors of their runners. adidas wanted Fjord to transform the miCoach experience, from the Web and smartphone apps, to the wrist.

The multimodal sports coaching companion tracks the runner’s speed, location, and heart rate, and uses that data to provide personalized performance coaching in real-time or on review. In addition, it uses Bluetooth to stream music, allowing runners to go phone-and cable-free A comprehensive user support organization and infrastructure.

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Michael (Mike) R. Sutcliff​​​

Group Chief Executive - Accenture Digital

Mike Sutcliff leads a multi-disciplinary team of digital professionals focused on leveraging the full breadth and scale of Accenture’s cloud, systems integration and enterprise application capabilities. Together with our Global Delivery Network, we help clients integrate digital into all facets of their organizations to transform their businesses.​ ​

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