Blog/Change Management/Omnichannel Experience Audit in China - Crafting Your China Roadmap
Empower your digital transformation with a comprehensive audit of every key touchpoint — online and offline — tailored for the unique demands of the China and APAC markets.
Why a Seamless, Omnichannel Customer Journey Matters — Especially in China
Omnichannel strategies integrate all customer touchpoints — digital and physical — into a seamless, consistent experience.
While many global leaders are accustomed to global customer touchpoints, China’s digital landscape is uniquely complex, featuring region-specific key channels that necessitate a localized approach for success:
How We Help
2023 Gold & 2024 Bronze Agency of the Year Winner
Top Digital Strategy Agency China 2024
Comprehensive Online & Offline Touchpoints Review
Conduct an audit of all relevant online and offline channels (e.g., WeChat and WeCom ecosystem, Xiaohongshu, Douyin, JD.com, Tmall, loyalty programs, websites, retail stores, and more) — tailored to the specific brand and B2C/B2B sector contexts.
Omnichannel Consistency & Experience Assessment
Accelerate deployment by leveraging a library of proven industry templates, workflows, and automation best practices that reduce implementation time by 40–60% and avoid common pitfalls.
Data Collection Readiness & Personalization Enhancement
Examine data capture capabilities across online and offline channels to enhance future retargeting and personalization efforts.
Proven Process We Follow
1. Onboarding & Stakeholder Alignment
Lead cross-functional alignment with your local & global HQ teams and internal & external stakeholders through in-depth research and interviews to clarify goals and map your current digital operations and upcoming strategic priorities.
2. Initial Training Workshop
Conduct a series of interactive workshops to equip all stakeholders with a unified understanding of China’s unique digital ecosystem, key platforms, and user behaviors, supporting effective change management throughout the project.
3. Digital System Audit
Assess your current digital assets, internal capabilities, and technology stack through expert analysis and a mystery shopper program to evaluate message delivery, customer journey flow, and integration readiness, establishing a clear baseline for future transformation.
4. In-Store Mystery Shopping Audit
Evaluate the in-store customer journey as our consultants act as mystery shoppers to assess every aspect of the customer experience, from personalized clienteling, data collection, offline-to-online transition, to post-visit follow-up.
5. Competitor Analysis
Benchmark your digital initiatives against both same- and cross-category leaders by analyzing their channels, technologies, engagement strategies, and cost-effectiveness to identify competitive advantages and shape a high-impact digital strategy.
6. Strategy & Roadmap Development
Develop a tailored strategy and actionable roadmap, complete with CapEx and OpEx projections, to guide your digital transformation and ensure measurable, long-term success in your target market.
Impact We Deliver
Reinventing B2B Client Engagement through WeChat / WeCom for Intralox
Discover how Intralox’s B2B client engagement in China was digitally transformed by the integration of WeCom and a Social CRM into its WeChat ecosystem.
Transforming GSK’s Go-to-Market Strategy for China’s Healthcare Sector
Discover how GSK accelerated revenue growth for its Sensodyne brand by transforming its go-to-market strategy in China.
End-to-End Digital Transformation in China for Moschino
Discover the formation of a tailored 3-year digital transformation roadmap in China for Moschino to significantly increase brand sales and resonance in China, empower online and offline sales, and drive customer retention.
Drive Millions of RMB in Sales with WeCom for Galeries Lafayette China
Discover how ITC transformed the WeCom clienteling strategy and drove millions of RMB in sales for Galeries Lafayette
Chelsea Ma
eCommerce & CRM Manager, APAC
MOSCHINO
“China’s nuances necessitate a different approach to customer engagement and communication. We were fortunate to partner with ITC during our digital transformation, which allowed us to leverage the right tools tailored to the Chinese market. This collaboration enabled us to effectively reach our audience and convey the true essence of Moschino in China.”
Nicolas Morineaux
CEO
Galeries Lafayette China
“In just three months, we transformed Galeries Lafayette China into a modern, digitalized solution. This was possible thanks to ITC’s speed and efficiency. Looking beyond this initial phase, we’re excited about future possibilities.”
