'Despite extraordinary successes at Delete|Kagool, 2020 will forever be known as the year of COVID. It has resulted in fundamental changes in the ways we work, live and love. And yet, over the past year I truly believe we’ve discovered something critical about ourselves that fuels positivity in me. There is an underlying strength in our business, undeterred by the pandemic.'
It’s not unusual for leaders to reflect on what has happened to their business over the past 12 months. I’m no different – but we all know the past year has been like no other. Despite extraordinary successes at Delete|Kagool, 2020 will forever be known as the year of COVID. It has resulted in fundamental changes in the ways we work, live and love. And yet, over the past year I truly believe we’ve discovered something critical about ourselves that fuels positivity in me. There is an underlying strength in our business, undeterred by the pandemic. As a true family of digital professionals, we are helping our clients to adapt, grow and reimagine their customers’ experiences in light of this ‘new normal’.
The agility, empathy and overall ability of our teams to deal with this unprecedented situation has been humbling. We have grown strongly, won new clients and delivered hundreds of projects; whilst working predominantly from home. This is a true testament to the resolve across the business, to the strength of our service offering and to the vision of the clients we serve.
Delete|Kagool’s growth against the backdrop of 2020 is an achievement in itself. Yet we’ve also celebrated two significant milestones over and above business as usual. Firstly, we completed a significant investment with BGF during the first wave of the pandemic. Paradoxically, this timing proved positive, as the investors quickly recognised the underlying strength of our business and didn’t waiver in their commitment. Now long-term backers and integral to our ambitious growth plans, BGF have initiated a first–class board, skilfully chaired by Sally Tilleray, who has considerable industry experience, and a wider expert team whose counsel I find both enjoyable and enlightening.
The second has been the completion of our first acquisition of Delete Agency in October. This has been such an exciting event and one that has energised the whole group. Delete are an incredible Customer Experience (CX) agency and Gold Microsoft, Sitecore and Kentico partner in their own right. They have already started to show they are very much the ying to Kagool’s yang. In just two short months much integration has taken place and we are leveraging the combined benefits of both agencies to strengthen our client offering. A cliché, but this is truly a case of 2+2 making 4. The Delete | Kagool teams have really thrown themselves into their shared challenges and I couldn’t be prouder or happier with the outcome so far. We are entering the year stronger than we were a year ago. We have learned to collaborate in different ways to survive, embrace and turn digital-only, helping us to move forward into a new year with confidence and ideas.
I am therefore looking to 2021 both with incredible excitement and indeed hope. That the world becomes safer for everyone. That we continue to come together as a business, and more so in person. That we also continue to grow as we build organically and acquire more leading capabilities. Most of all, that we are there for our people and our clients, who fuel our ambition to succeed.
Look out for our new thought leadership series: ‘Embracing the New Normal’ coming soon. We will be sharing agency expert and client views on the impacts of COVID on the digital customer experience and evaluating which behaviour changes are transient and which are here to stay.