Randstad Digital drives digital innovation with tech and talent synergy

Randstad Digital is emerging as a leading provider of consulting and advisory services, helping enterprise clients address the complexities in their digital transformation journeys. Its parent company, Randstad, has longstanding market experience in talent solutions. Its 2021 acquisition of Cella, Inc., a marketing and creative consultancy, predates its Digital subsidiary.

Randstad Digital is poised to make its mark in the digital transformation landscape, strategically bringing together its global digital expertise to offer comprehensive advisory services, managed solutions, and innovative global delivery centers to clients worldwide. The firm structures its digital offerings around four main service lines: customer experience, digital and project engineering, data and analytics, and cloud and infrastructure. The firm also emphasizes consulting and advisory support across these domains.

Has Randstad Digital carved out the best-kept secret in multifaceted CX offerings?

With a team of 7,000+ customer experience (CX) practitioners across delivery centers in seven countries, Randstad Digital has grown too big to be ignored. Applying its adaptable client-focused flexible engagement model, Randstad develops customized solutions or refines existing systems, incorporating UX/UI design, MarTech, and brand strategy expertise. The firm’s digital advisory services include marketing optimization, automation exploration, personalization, organizational structuring, change management, and analytics to help clients future-proof their operations.

Platform integration and consulting offerings for ServiceNow and Salesforce complement the comprehensive portfolio

Randstad Digital emphasizes omnichannel strategies. Its strong integration and consulting expertise in the Salesforce ecosystem is the basis for its plans to boost revenue growth in Salesforce services by targeting areas like sales, service, marketing, commerce clouds, MuleSoft, and industry-specific clouds for consumer goods, manufacturing, financial services, and health.

The firm’s ServiceNow offerings have grown significantly beyond traditional ITSM support to deliver tailored workflow solutions for employees and industries, leveraging its extensive background in talent solutions from its parent company. Randstad is now part of ServiceNow’s RiseUp program; it expects more than a thousand resources to be trained through the RiseUp program by 2026. This move shows its commitment to further enhancing its ServiceNow service offerings, ensuring its employees have the tools and expertise they need to navigate its clients’ complexities and needs.

In addition to its Salesforce and ServiceNow engagements, Randstad Digital has executed multiple successful platform implementations with other technologies, including content management systems Drupal and Sitecore, custom web development frameworks AngularJS and ReactJS, and mobile application development for iOS and Android. In its contact center modernization offerings, the team has delivered projects across various platforms, including Avaya, Genesys, NICE, and InContact, offering a full range of services from advisory and design to implementation and support, backed by a large team of specialists with more than 20 years of experience in this field.

The proof is in the outcomes: Randstad client stories

In one commendable case study, a credit union partnered with Randstad Digital to tackle the high volume of calls coming into its call centers, predominantly for disputing card charges. Randstad Digital partnered with the credit union to establish a design-led innovation lab to test the team’s ideas. It also delivered innovation training to the credit union’s employees, resulting in first-call resolution and winning a VISA Excellence in Innovation Award.

In another example, an American pharmaceutical distribution and health information technology company sought out Randstad Digital to enhance customer engagements across varied business units, including customer experience team design, shared research, and design services. Randstad’s cross-functional design team created a supplier onboarding system that reduced the supplier onboarding time by 50%, resulting in significant annual savings.

The Bottom Line: Enterprises planning to be agile in their digital transformation journey with a customer-first mindset can now consider Randstad Digital a formidable alternative to the “usual suspects” for experience-based services.

The HFS Horizons: Digital Marketing and Sales Service Providers, 2023 report did not feature Randstad Digital, as Randstad had quietly acquired and built this capability. Any future assessment would be remiss to exclude this firm, given its size and the clientele it has amassed. Randstad’s strategy emphasizes the importance of an integrated approach combining the three-legged stool of technology, talent, and innovation—an important attribute for service providers in the GenAI age. As enterprises plan, embracing a partnership that equally addresses the three legs of this stool can help deepen connections with customers, drive operational efficiency, and shape the possibilities of tomorrow.