Vivaldi is a strategy, digital, and customer-focused consulting firm. They believe that brands drive business strategy and are focused on customer-centricity. Vivaldi uses an unconventional approach including workshops to generate insights and identify opportunities. They have expertise across brand strategy, innovation, customer experience, and organizational transformation. Case studies demonstrate their work developing new strategies and offerings for clients in various industries to unlock growth.

1. August — 2019
Introduction &
Capabilities

2. VivaldiIntroduction&Capabilities
August — 2019
Hello. We’re Vivaldi. We have strategy,
digital, and customer-first opportunities
to unlock together. Let's dive in.

3. We are Vivaldi
We Believe
The Vivaldi Model
Our Unique Approach
Select Cases
Table of Contents

4. We are Vivaldi
a new breed of consulting.
We are

5. We are
a Strategy-first,
Digital-first & Customer-first
business and brand growth firm.
We are Vivaldi
5

6. We are
Continuously
writing the next chapter on how
businesses, brands, and people grow.
We are Vivaldi
6

7. We are a diverse team of
consultants / strategic marketers /
thought leaders / trend setters
/ design thinkers / quiet achievers
and visionary creators.
And we are driven to keep customer-centricity
at the heart of everything we do.
We are Vivaldi
7

8. IMPACT
And our entire firm is focused on one thing:
We are Vivaldi

9. I need help with my
brand strategy.
I need help with my
brand organization.
I need help with my
brand activation.
Why does my company exist? What is the essence of our
brand that will stand the test of time? And what is our
right to win in the marketplace?
We are Vivaldi
We answer the complex strategy and brand questions that affect you today.
9
How does the new world of building brands affect my
organization? How can I use design thinking and other
methodologies to optimize my team for growth?
Who are my customers? How can I better understand
what makes them unique? What are their passions that
drive behavior? And how do I engage them in market?

10. 20For 20 years we have been an
impact advisor to the C-Suite by
helping them define the bond
between Business & Brand.
We are Vivaldi
10

11. We are Vivaldi
TodayWe continue that legacy of thought leadership,
with the industry’s only consulting model that
helps identify, organize and implement
Platform Business & Brand innovation.
11
Our platform methodology helps clients identify new platform
opportunities hidden in plain sight. And our recent
Platformization Potential study is making wavesin the industry.
Listen to our Business of Platforms podcast
Explore the study here.

12. 115We are a 115-person
international office. Truly
global and accessible —
Intellectually, Culturally &
Financially.
New York
As well as satellite offices in LA
and Chicago
London
Come see us by the Tate Modern
Hamburg
Munich
Dusseldorf
Our German roots run deep
Buenos Aires
In the heart of La Boca
We are Vivaldi
12
Zurich
Riverside, along the Limmat

13. We are Vivaldi
From Start-ups
to Start-oversacross every category and every industry,
our clients refer to us as a partner with substance.
13

14. 14

15. 15
We are Vivaldi
In the Financial Services
space, we work with everyone
from small and nimble
FinTechs to robust enterprise-
level corporations.

16. An entirely new era of brand
building is upon us.
We believe
We Believe

17. drives value in-market, not just in PowerPoint
Value
Strategy
Brandsare the face of their business strategy
We Believe
17
isn’t created, it’s generated by fans and customers

18. We call this new era
of brand building
The Age of
Exponentiality.
We Believe
Business in this new era has
changed the way we create and
manage brands — forever.

19. We’ve reacted to the same industry dynamics
you face and have created the only consulting
model that runs like your business — in realtime.
The Vivaldi
Model
The Vivaldi Model

20. Rigor of Thought. Boundless Creativity.
Organizational Expertise.Curiosity.
Strategic Excellence. Marketing Experience.
Realtime Agility.
Design Sensibility.
Technical Acumen.
With combined expertise in the areas that
reflect business today, you can expect
precision & boldness when it matters.
The Vivaldi Model
20

21. 21
The Vivaldi Model
CreateConsult Commerce
The shape of business and the marketing dept has changed. We generate impact by
applying the rigor, rhythm and results required in this new era of building brands.

22. The shape of business and the marketing dept has changed. We generate impact by
applying the rigor, rhythm and results required in this new era of building brands.
The Vivaldi Model
• Data Analytics
• Dynamic Reporting
• Performance Marketing
Commercial
Impact
The reason you build your brand
• Brand Strategy
• Innovation & Growth
• Organizational Transformation
Consult
The rigor required to win
• Creative Content
• Experience Design
• Identity & Technology
Create
The disruption required in market
22
The Vivaldi Model
Built how business is done today

23. Brand Innovation Marketing Capability Building
Brand Strategy
Brand Positioning
Value Proposition Development
Brand Architecture
Brand Portfolio Strategy
Brand Activation
Innovation Strategy
Innovation Management
Ideation
Rapid Concepting
G2M Value Propositions
Customer Experience
Go-to-Market Strategy
Social, Digital Programs
Optimizing market performance
Blended Learning
Program Design
Experiential Learning
Executing Capability Programs
Platform Businesses Design & Experiences Organization & Culture Exponential Growth
Platform Business Strategy
Digital Ecosystems Innovation / Growth
Business Strategy
Growth Roadmap
Visual Identity
Naming
Digital & Design
Communications Strategy
Customer Experience Design
Future of Work
Employer Branding
Marketing Operations
Organizational Change
New Retail
Omni Channel
Direct-to-Consumer
Ecommerce
Business Model Innovation
The Vivaldi Model
And our skillset across a range of functions has been purpose-built to help your business
or brand drive new growth and win in market.
23

24. 24
We are proud of our team’s
achievements in creating and
connecting things people love.
The Vivaldi Model
Awards aren’t everything, but the ones that are focus
on impact and are voted on by people sure do say
something.

25. 25
Independent specialist media continues to
acknowledge our efforts across the globe as "Best
Consultants,” “Best of Consulting", "Best Employer",
and for our achievements in marketing and sales.
The Vivaldi Model
We’re proud of the marks our
team has made as some of the
best and brightest around.

26. OurUnique
Approach
26

27. Our Unique
Approach
An approach to driving innovation that’s as inspiring as it is impactful —
like the business and marketing world we live in today.
What’s been done? What
hasn’t ? Let’s dig in and
immerse ourselves into
everything related to your
customer, from what drives
behavior to decision making
to sharing. Intellectually
inspired — deep insights are
just the start.
The way we go-to-market
matters as much as what
goes to market. Do we set
the bar high and let it fly?
Do we go-live at ground-
level? Here is where we
identify and structure a
launch with Impact in mind.
After a rigorous
assessment of what it
takes to inspire — we
start to bring our thinking
to life, together, and with
influential feedback
woven in. What does it
look like? How does it
feel? Where does it live?
The anticipation! We
can’t take it either.
DIGGING IN THE MESSY MIDDLE THE FOCUSED FOLLOW-UP IT’S MAGIC IT’S REAL
playful and strategic —
using Unconventional Wisdom
we’ll collaborate as one team.
We’ll document journeys, we’ll
identify jobs to be done and
opportunities for growth. Oh,
and we’ll have fun too.
From design to experience—
based on our new product vision,
our creative and digital studio
will partner with you to
take our secret to
market.
27
With a focus on being

28. 28
Our Unique
Approach
What is an
Unconventional
Wisdom Workshop?
An immersive and collaborative design
thinking workshop used to reframe
challenges and opportunities from the
consumer’s perspective in order to
provoke breakthrough solutions.

29. 29
Our Unique
Approach In the workshop we explore a Storymap—an illustrated customer journey—that
illuminates in context the trends, the pain points, and the disruptors in the world.

30. 30
The Vivaldi Storymap is
hands-on and is presented
through a narrative of our
customer’s journey with
thought-starters used to
provoke collective thinking
and problem solving through
a variety of frameworks like
HMW an JTBD.
Our Unique
Approach

31. 31
The Unconventional Wisdom Workshop jump-
starts rapid and deep understanding of the
customer’s world left unexplored in other agile
processes. Innovation, brand & experience
disruptors play a huge role in shaping our target’s
world. Through them, we’ll assess trends, show case
white space opportunity, and gather inspiration.
Immersed in relevant culture,
audience, and geography, we
situate our challenge in its proper
context: what every one is doing,
what’s been done to death, and
what’s just dying to be done.
Our Unique
Approach
Hundreds of disruptors are interrogated into each UWW

32. 32
Disruptor research is presented
through a thoughtfully organized,
interactive wall as part of the
Unconventional Wisdom
Workshop (UWW).
Our Unique
Approach

33. 33
Our Storymap and Disruptor research set the ground work that enables us to come
together as a team, identify the right problem(s) to solve, and express them quickly.
Idea seedlings
jumpstart the
creative process.
Multiple problem definitions,
can be solved in multiple
ways. In the UWW, problems
become opportunities and
opportunities become
solutions. Workshops are
high-energy and high-impact
because the more ways you
define the problem, the more
ideas you’ll have to meet the
challenge.
Our Unique
Approach

34. We leverage the opportunities
identified in the Unconventional
Wisdom Workshop as part of any
brand, digital, or innovation project.
By fusing together human-centered design with strategy consulting we help
companies identify platform opportunities and drive exponential growth.
34
Our Unique
Approach

35. 35
Platform Thinking
Workshop
Building off of the
Unconventional Wisdom
Workshop, a highly-facilitated
Platform Vision Workshop
leverages divergent and
convergent thinking to help
companies identify platform
opportunities.
Our Unique
Approach

36. 36
Our Platform Thinking Workshop brings together stakeholders from across the
organization to identify and build platform opportunities together.
Our Unique
Approach
DAY 1 DAY 2
Refinement and Evaluation
Trends
UWW
Disruptors
Explore Platform
Ecosystem:
Participants &
Interactions
Idea Seedlings Clustering Refine Ideas Phase 2
4th Round
Evaluate
Ideas
Platform
Ideas
Pitch
3rd Round
5th Round 1st Round
2nd Round
Diverge Converge
Unconventional Wisdom

37. 37
Our two-day workshop helps
organizations translate insights
into platform ideas, and through a
highly-collaborative effort, refine
into a leading platform strategy
Our Unique
Approach

38. 38
Capabilitiesin
Action

39. 39
Your innovation strategy
is the face of your
business strategy.
We developed a new Rewards program that
addresses customer expectations and provides
an opportunity for growth for Wells Fargo.
We used customer insights to develop a new set
of offerings that transform the brand from a
reactive resource to a go-to solution.
We utilized qualitative and quantitative
research to identify brand building initiatives to
bring Tillamook to life in ownable moments
along the customer journey.

40. Identifying growth
opportunities along
the customer journey
40
Tillamook, a 110 year-old farmer-owned
dairy co-op, has strong brand engagement
in their core markets due to their heritage
and long history in the local community,
however, outside the core, awareness is
low.
While Tillamook has extensive consumer
data, the brand has a highly functional view
of the role they play in consumers’ lives.
Vivaldi was tasked to identify the moments
that matter along the consumers’ journey
to unleash the brand’s full potential across
markets and categories.
Case Study:
Tillamook
Innovation—

41. 41

42. The Results
42
Through our research and workshops we
identified an ownable emotional territory for
Tillamook to build-off of as it expands into
new markets and territories.
From the Unconventional Wisdom
Workshop an Idea Playbook was created to
arm the team with consumer-led initiatives
for 2020 and beyond. Activations are
already making their way to market, like our
iconic Tillamook Instagrammable Ice Cream
truck which has been shared around the
world.
Case Study:
Tillamook
Innovation—

43. Developing a paradigm-
shifting strategy for the
Wells Fargo rewards
program.
The Enterprise-Wide Rewards Programs at Wells
Fargo was extremely siloed, inefficient, and led to lost
customer opportunities. They needed to innovate
their Rewards Program in a way that increased
customer retention, engagement, and enhanced the
value of the overall Wells Fargo brand.
43
Case Study:
Wells Fargo

44. 44
Case Study:
Wells Fargo
Work Summary
Deep Customer Understanding
We conducted robust quantitative and
qualitative research to better understand what
makes customers feel rewarded in their day-to-
day and how WF could better integrate the
rewards program into their daily lives.
Insight-Led Strategy
We developed a Frame of Reference (FOR)
moving from a product-centric perspective to a
customer-centric point of view. With this new
FOR, we created positioning and value
propositions based on the target identified.
Actionable Marketing & Comms Strategy
We created a marketing and comms strategy
that supported the launch of the revamped
Rewards Program, including a comprehensive
and actionable brand roadmap for a successful
implementation.

45. 45
Case Study:
Wells Fargo
An element of the Goods & Services
Rewards we helped develop for the
Wells Fargo Rewards Program. These
Rewards were flexible and tailored to
what matters most to customers and
the goals they aspire to achieve.
Digital Downloads

46. 46
Case Study:
Wells Fargo This work established a paradigm-shifting Enterprise Level
Rewards Program that related to consumers’ journey
toward achievement of life goals, both big and small,
practical and fun. The program worked across targets and
products, enhanced consumer value, and aligned with,
supported, and elevated the Wells Fargo brand.
“What made Vivaldi stick out from other firms was their
ability to step back and get the broader strategy right first
and ensure that our customers were at the forefront.”
“
of Wells Fargo Customers
are more likely to participate
in the program.
70%
of non-customers would
open an account to
participate in this program.
19%

47. Creating a needs-based
segmentation and
innovation strategy to
capture opportunities in
the Traveler Market.
Western Union wanted to grow beyond the core
business and overcome the perception that the brand
was only for emergency situations or just a resource
for migrants. Western Union needed help identifying
high potential international traveler segments and
developing innovations to better target these
consumers.
47
Case Study:
Western
Union

48. 48
Case Study:
Western
Union
Work Summary
Quantitative Market Sizing
& Segmentation
We conducted robust research to better
understand travelers’ needs and pain points, and
used these findings to identify a viable market
opportunity among a new set of sub-segments
for Western Union to target.
Qualitative Exploration Of Sub-Segments
Using the DemandFirst episodic reconstruction
method, we developed growth platforms and a
variety of potential product concepts that help
Western Union better serve the needs of the
identified target audiences.
Concept Testing And Go-To-Market
Strategy
We tested concepts with the targeted segments
to understand their likelihood of switching to
Western Union in the future, and created a go-
to-market strategy for the pilot launch of the
winning concept.

49. 49
Case Study:
Western
Union
The TravelWise Solution was one of the
Western Union’s best performing
products, and was extremely influential
in evolving the brand from a reactive
tool consumers only turn to in
emergencies, to a go-to resource used
for all travel.
TravelWise Solution

50. 50
Case Study:
Western
Union
The development and launch of three new traveler-specific
product and service offerings in the US, UK, and Germany,
such as the TravelCard and TravelWise offerings.
The TravelWise Card Program won a Paybefore Award,
considered the most prestigious recognition of excellence
in the worldwide prepaid, mobile and emerging payments
industry, for Best Travel Companion .
This work also resulted in the implementation of a toolset
and methodology for Western Union to use for future
innovation and growth initiatives.
“Vivaldi combined craft and science in an end-to-end
process that started by deeply understanding traveler
needs and ended with a lineup of products that attracted
new customers to our brand.”
“

51. 51
Your digital strategy is the
face of your business
strategy.
We helped Nick create an entirely new business
model that leans on Nickelodeon's history of
character moments and connection but exploits
Gen Z’s affinity for irrational discovery and
finding things on their own terms.
We developed a new platform- from developing
the strategic plan, to positioning, to visual
expression- which addresses an unmet need in
the financial services space.

52. Reimagining the Gen
Z entertainment giant
52
Our team has worked with Nickelodeon
over the years from brand strategy to
marketing and product innovation. From
interrogating Minecraft to guiding
Viacom’s investment in SuperLeague
Gaming we have followed Gen Z, identified
their patterns and created the content,
games, and experiences that keeps them
excited and engaged.
Case Study:
Nickelodeon
Creative—

53. 53
Gen Z has an affinity for all kinds of
discovery mechanisms. We’ve spent years
studying them and have a labeled our
favorites. One such mechanism, Irrational
Discovery typically proves difficult for
brands to understand. Since childhood,
Gen Z needs to find what they’re looking
for on their own terms – and the more self-
directed the better.
Case Study:
Nickelodeon
Creative—
We’ve spent countless
hours meeting with,
understanding, and
getting feedback from
Gen Z.

54. 54
Update with nick thinkmaps
and preso material

55. 55
Update with nick thinkmaps
and preso material

56. 56
Since the rebrand and launch, Welbilt has
become one of the most successful
creations of a NewCo brand at the NYSX
over the past 3 years, with an overall growth
of over 40%, far outpacing their industry
peers as well as the overall market.
Case Study:
Nickelodeon
Creative—
Reimagining the Gen Z
entertainment giant:
The Results

57. Democratizing access
to luxury assets with
an innovative wealth
management tool.
Vivaldi’s former Credit Suisse client had an ambitious
vision for a new blockchain-based investment
platform that allowed people to share ownership of
luxury assets, such as classic cars. To get it right,
they knew it was essential to build the foundation of
the business and product around a brand that was
emotionally compelling and powerfully connected
with prospective customers.
57
Case Study:
Tend

58. 58
Case Study:
Tend
Work Summary
Deep Customer & Market Understanding
Conducted workshops and in-depth client
interviews to deeply understand the mass
affluent target customer, their tensions with
financial services, and created a positioning that
solved for the most relevant unmet needs.
Optimized Strategy & Breakthrough UX
Through iterative series of co-creation with a
joint team of NY, London, and Zurich UX
Designers, Lead Users, Creative Designers,
created the Tend wealth management platform.
Brand Expression & Experience
Created brand expressions and experience
elements that represent the brand and its values,
including naming, visual and verbal executions,
and identity guidelines for a successful launch.

59. 59
Case Study:
Tend
Tend is an Etherium-based, co-ownership
platform for high-net-worth individuals.
Tokenized assets are earned, acquired, and
shared on the platform. Value is created
through both the appreciation of the crypto-
currency as well as the market value of the
underlying asset.
A “Real-Life” Investment Experience

60. 60
Case Study:
Tend
“Vivaldi delivered what I would describe as 21st century
consulting: best thinking & concrete doing. The cross-
cultural and agile team was a great sparring partner, thinks
beyond product and orchestrated multiple workstreams.”
“
raised in the first investment
round (ICO).
CHF 300m
international investors were
attracted.
500+
media mentions, including
Reuters, Bloomberg,
Nasdaq, VICE, CNBC, and
Business Insider
100+
tokens were generated
400,000 TDN

61. 61
Your commerce strategy
is the face of your
business strategy.
From Strategy to Impact we have been working
with Small Luxury Hotels of the World for 5 years.
Today we are working with them to develop future-
proof ecosystems that enable them to reach young
travelers in new and differentiating ways.

62. Creating an entirely
new model to acquire
and engage Young
Travelers.
62
We have been working with Small Luxury
Hotels of the World to segment and
develop new customer profiles, identify
unmet needs and friction points,
conceive concepts to fulfill those needs,
share concepts back with customers,
and get board approval to take the best
to market.
This project is ongoing—and today we
are collaboratively rolling the future
vision across brand, print, digital, and
media touchpoints.
Case Study:
SLH
Commerce—

63. Grounded in research, we followed a multi-step process to develop a successful
platform to maximize the value of SLH’s internal and external ecosystem.
63
Initial
Assessment
Understand the current
SLH brand and the
competitive landscape
Qualitative
Research
Understand how SLH
resonates with current
and potential customers,
how they become aware
of, engage with and stay
loyal to the SLH brand
Quantitative
Research
Understand how SLH
resonates with current
and potential customers,
how they become aware
of, engage with and stay
loyal to the SLH brand
Strategic Brand
Development
Develop a new SLH brand
that resonates with
customers, allows for
growth in targeted
markets, and stands out
from competitors
Growth
Plan
Develop 5-year growth
plan to capitalize on the
evolving needs of guests
and boutique luxury
hospitality market
Platform
Development
Create a platform for SLH
that allows the
organization to maximize
the total value of the
internal and external
ecosystem
Case Study:
SLH
Commerce—

64. 64
For years we have been
collaborating with SLH team
to ideate on and codify the
new brand, design, and
customer experience
enhancements.
Case Study:
SLH
Commerce—

65. Global quantitative research further uncovered the brand equities SLH currently has
with customers and where there were opportunities to differentiate.
65
Performance relative to competitors
VIVALDI
20% 40% 60% 80% 100%
AIB
Customers
AIB Non-
Customers
Professional
High Integrity
Responsive
A Trusted Partner
Recommendations Help Me Improve
Makes Me More Knowledgeable
Fast Response Times
Forefront of Food Safety
Notifies of Industry Changes
Is Respected
Helps me Adapt to Industry Changes
Customer-Focused
Has My Best Interest In Mind
Foresees Trends
Anticipates Trends / Needs
Uses Data to Anticipate Issues
Uses Up-To-Date Technology
Has Innovative Processes
Expertise Across Specialties
Thought Leader
Serves Across Supply Chain
Works with the Best Companies
Human Build Specialist End to End + Technology
CUSTOMER VS. NON-CUSTOMER
T2B
Current vs. Potential customer attribute assessment
DO NOT PURSUE
mean=45%
BIRTHRIGHT TERRITORYINVESTMENT AREAS
LEAVE ALONE
Derived importance
AWARENESS
ENGAGEMENT
LOYALTY
EMOTIONAL BENEFITS TANGIBLE ATTRIBUTES
• Fairy Tale
• Special
• Cared for
• Appreciated
• Relaxed
• Glamorous
• Valued
• Like a local
• Consistent
• Trendy
• Classic
• Best amenities
• Understated luxury
• Has a local feel
Attributes Uniquely Driving SLH Loyalty
Case Study:
SLH

66. Our process has led to
innovation and market
success at one of the
largest banks

67. Vivaldi & American Express:
a trusted relationship
67
Case Study:
American
Express
Vivaldi is proud to be a trusted partner to American
Express for more than 14 years. We have worked
with many different B2B and B2C teams across the
organization, helping with everything from strategy
to execution.

68. 68
2015-16
Co-Branding
2006
Card Portfolio
Positioning &
Strategy
2012-17
Marketing
Training Program
2017-18
Go-To-Market
Strategy & Product
Development
2017-18
Employee engagement &
roll-out of global brand
strategy
2018-19
Global Messaging
Strategy
Over the years Vivaldi has been a trusted partner to
American Express on the important journey towards
becoming more customer-centric by uncovering deep
customer insights, defining customer-centric brand
strategies externally, through positioning, value
proposition formulations, messaging strategies,
actionable sales guides and retentions strategies.
Our deep experience with the American Express brand
and business allow us to function as an extension of our
client teams. In the past few years in particular, we have
worked on 20+ projects on both the B2B and B2C sides
of the business, ranging from strategy all the way to
design & experience including website development,
user testing, and marketing activations.
Case Study:
American
Express

69. 69
We leverage our suite of
capabilities to design a bespoke
strategic approach for every
project to maximize business
impact and unlock opportunities
at American Express.
Strategy
Customer Research/Insights
Brand Strategy
Innovation & Growth
Expression
Messaging
Marketing Collateral
Sales Enablement
Experience
Website
User Experience
Customer Journey
Organization
Capability Building
Employee Engagement
Customer First Training
Case Study:
American
Express

70. A customer-centered strategic approach is crucial to optimizing a brand's ability to
drive choice, command a premium, increase loyalty, serve as a platform for extension
and growth, and maintain relevance in a customers life.
70
Case Study:
American
Express
Work Summary: Strategy
Customer Research & Insights
What are the shared needs of
buyers and suppliers, and how
can we use these motivations to
drive a unified strategy for
success?
In Depth Buyer & Supplier Interviews
Insights Formulation
Design Targets & Personas
Key Outcomes
Brand Strategy
How do we differentiate the
positioning of AMEXs three
cash back credit cards?
Category Positioning
Credit Card Positioning
Portfolio Strategy Mapping
Key Outcomes
Growth Strategy
What is the current role of
AMEX’s tier-one program, and
what do future growth
opportunities look like?
Audit & Analysis of the Current
Program
Opportunity Landscape of Future
Growth Opportunities
Key Outcomes

71. Brand expression is a critical extension and articulation of the brand strategy, achieved
through strategic marketing collateral at every stage of the customer journey. Marketing
collateral must be purposeful, engaging, and bold with the goal of creating meaningful
interactions that resonate with the customer.
71
Case Study:
American
Express
Work Summary: Expression
Messaging Strategy
How do we establish a standard
way of communicating a
portfolio of solutions across
global markets?
Customer Needs Analysis and
Segmentation
Global Messaging Playbook
Stakeholder and Market Specific
Strategies
Key Outcomes
Marketing Collateral
How do we create impactful
and customer-centric
marketing and sales tools for
AMEX’s automation portfolio?
Customer Personas and Design
Targets
POP/POD Analysis and Workshop
Customer Facing Sales Decks and
One Pagers
Key Outcomes
Field Enablement
How do we create intuitive field
guides for a needs-based
conversation to cross-sell a full
B2B solution portfolio?
Communication Territories
Needs-Based Solution Mapping
Actionable Field Sales Guides
Key Outcomes

72. 72
Streamlining Global Messaging
Across All Touchpoints
Case Study:
American
Express
American Express Cross Border Payment
team were looking for a way to speak more
consistently about their product portfolio,
while grounding communication in customer
needs. Vivaldi supported the initiative to build
out a global messaging standard, as well as
bringing this to life in various creative assets,
including landing pages, one pagers, sales
decks, email-series and internal collateral to
empower the sales teams to communicate
their product offering in a needs-based way.

73. 73

74. To meet the demands of a new age of customer experience, thorough online/offline
customer journey mapping and a design-conscious approach to UX and web-
development help us make sure you are able meet your customers where they are and
exceed their expectations.
74
Case Study:
American
Express
Work Summary: Experience
Website
How do we create a unique
customer-centric platform for
buyers and suppliers to
interact?
Sitemap – Website Architecture
High Fidelity Wireframes
Key Outcomes
UX/User Testing
How do we ensure all users
have a seamless and
memorable experience on the
online platform?
UX Design
Platform User Testing
Key Outcomes
Customer Journey
How can we create a more
needs-based digital experience
for new and existing
customers?
Customer Facing Email Series
Landing Page Navigation & Design
Key Outcomes

75. 75
Creating A Customer-centric Platform
To Empower Buyers And Suppliers
Case Study:
American
Express
Vivaldi worked with American Express to develop a
new payment platform that truly caters to buyers
and suppliers needs. Grounded in customer
research and insights, we collaboratively built out
an intuitive an user-friendly platform that
empowers both side of a transaction. All the way
from the drawing board, developing the sitemap,
wireframes, coding the platform and testing it,
ensuring a smooth and seamless user experience.

76. Great external brands require great internal brand teams that never stop pushing
themselves to evolve. With our outside-in approach, your organization will continuously
engage employees with the brand and enhance clarity, strengthen governance, and
ensure your organization stays responsive and agile internally.
76
Case Study:
American
Express
Work Summary: Organization
Customer-Centricity
How do we unlock customer
centricity in the marketing
organization and for our
agency partners?
Training Framework & Curriculum
Training Materials
Training Workshops
Key Outcomes
Employee Engagement
How do we engage, teach, and
empower our employees to
understand and genuinely live
out our brand strategy?
Employee Engagement Roadmap
Brand Ambassador Program
Recommended Tactics
Key Outcomes
Capability Building
How do we establish a training
program to equip our
organization with unparalleled
marketing capabilities?
Full Global Training Audit
Roadmap for Training Remodeling
New Marketing Capability Framework
Key Outcomes

77. 77
Building Team Pride, One
Sticker At A Time.
Case Study:
American
Express
The GCS Marketing Summit was coming up, and
American Express wanted a way to promote
team pride and foster a sense of community.
Vivaldi created a series of unique designs with
colors and content reflected American Express
brand, and imagery that played with the creative
expression of feelings of team confidence,
allegiance, pride, and belonging. This internal
collateral served a two-fold purpose: to promote
the GCS team internally and to foster a sense of
pride amongst the team.

78. 78
Beginning in 2017, American Express
undertook a series of initiatives to build
agility and speed of decision making into the
organization. For 2019 efforts, American
Express asked Vivaldi to create a four-part
series of engaging, pithy video vignettes to
showcase “bias for speed” by focusing on
how American Express leads and works.
Need for Speed
Case Study:
American
Express

79. “Based on Vivaldi’s analytical approach we were able to
make transparent decisions for a successful future brand
direction, which enabled commitment by the corporate group.”
— Tony Prentice
Former SVP, American Express
79
Case Study:
American
Express
“
“Lots of consulting firms can say they have developed a strategy or
campaign, but few can say they’ve influenced how the marketing
organization works and behaves. Vivaldi has been one of our most
valuable partners over the past few years. Working with them, we
developed and rolled out a new Customer First approach which has
influenced the way we work and behave at Amex.”
— Jennifer LaFlura
Global Brand Management, VP, American Express
“

80. Thank You
Hello@vivaldigroup.com
+1 212 965 0900
Want to know more about how
Vivaldi can help you drive growth?
Let’s collaborate!

81. vivaldigroup.com
The world needs one more agency about as much as it
needs just another consulting firm. We are the best of
both. But don't call us either. We are Company Builders.
Together we draw on decades of business and brand
strategy experience while seeking beauty {+} inspiration
in all things. We are strategy-first. We live and we
breathe the life of the customer. We are customer-first.
People. Humans. And their journeys. We are digital-first.
The life of a brand in the hands of who it was meant for.
These things drive us. We use them to Consult, Create &
Ignite Commerce. We are focused, agile and inclusive.
We are many things. We are Vivaldi.