Challenge: A leading FMCG cooperative sought to unify its digital customer experience across business units, but faced challenges due to decentralisation, inconsistent digital maturity, and a lack of shared vision, prompting the need for a clear, strategic digital roadmap.

Solution: Cyma used its Digital Capability Framework to assess the FMCG cooperative’s customer-facing digital landscape, engaging stakeholders, mapping capabilities, reviewing technology, and facilitating alignment workshops to deliver a phased roadmap and actionable recommendations for transformation.

Results: Cyma partnered with a leading FMCG cooperative to assess, define, and map their digital consumer capabilities, aligning disparate organisational strategies into a cohesive digital roadmap.

Through stakeholder engagement, capability modelling, and principle-based guidance, Cyma enabled the FMCG cooperative to make informed, strategic investments in digital customer experience and CRM innovation.