Shifting Client Expectations and the New Baseline for Agencies
The landscape for digital retailers has changed dramatically. Multi-region eCommerce functionality, including multi-currency support and localisation, was once a differentiator for agencies. Today, it is merely the starting point. Businesses now require more advanced systems that can support end-to-end customer experiences and operational excellence.
According to Nigel, clients began demanding greater support for fulfillment logistics, ERP integration, and back-office systems. No longer satisfied with isolated web projects, they needed holistic systems capable of managing complex retail environments. These expectations pushed Matter to reimagine its service delivery model.
“Our clients weren’t just asking for new websites—they were asking how we could help them handle increased demand, streamline their operations, and scale across multiple channels.”
In response, Matter expanded its focus beyond front-end design to include complete digital ecosystems. This evolution positioned them as more than a service provider; they became a strategic business partner.
End of the Project-Only Agency
The era of project-based engagements is giving way to ongoing, value-driven partnerships. Businesses increasingly understand that digital transformation is not a one-time project but a continuous journey requiring sustained support and innovation.
Matter recognised this early on. Their clients were not just seeking deliverables; they wanted teams that could understand their business deeply, adapt to changes, and bring ongoing improvements.
“The relationship between client and agency is changing. Businesses want to work with teams that can grow with them and support them at every stage. We realised that to truly help our clients succeed, we needed to offer more than just delivery—we needed to offer partnership.”
As a result, Matter adopted a flexible engagement model that offers clients access to high-performing digital teams on demand. This approach allows businesses to scale their support without needing to invest in expensive in-house resources.
Investment in Culture and Talent
Transitioning to a partnership model required a fundamental shift in internal culture. The leadership team at Matter understood that delivering continuous value would only be possible with the right people and an empowering environment. They began heavily investing in talent, focusing not just on technical skills but on empathy, problem-solving, and strategic thinking.
“We believe that the best client experiences come from great teams. That means hiring people who not only know their craft but who care deeply about the client’s success.”
Matter built cross-functional teams designed to work as true extensions of their clients’ organisations. These teams are capable of navigating complex technical environments while maintaining a strategic perspective that drives long-term success.
Designing Connected Digital Ecosystems
One of the most valuable services Matter offers is the creation of unified digital commerce systems. Rather than treating each platform or tool as a standalone element, Matter integrates all parts of a client’s digital operation into a seamless whole.
This includes CRM systems, marketing automation, inventory management, customer service platforms, and accounting software. When these systems work together, businesses can deliver better customer experiences, respond faster to changes, and operate more efficiently.
“Clients often come to us with disconnected systems that lead to inefficiencies and missed opportunities. Our role is to connect those systems and make the business more responsive and agile.”
Through these integrated systems, Matter helps clients reduce manual work, eliminate redundancies, and gain visibility into their entire operation. This foundation allows clients to focus more on growth and less on troubleshooting.
Delivering Continuous Value Without Lock-In Contracts
Matter’s unique approach to client relationships is based on trust and results, not contractual obligations. They do not rely on long-term lock-in agreements. Instead, they provide ongoing value that encourages clients to stay by choice.
“We don’t believe in tying clients down. Our philosophy is that if we’re doing great work and delivering real value, our clients will want to continue the relationship.”
This philosophy has proven successful, as clients stay with Matter for years, often expanding the scope of their engagement over time. The model fosters accountability and ensures the agency stays focused on outcomes that matter to the client.
Building Strategic Capability Through Dedicated Teams
A critical part of Matter’s service model is the formation of dedicated client teams. These teams include project managers, developers, UX designers, and strategists who work together to understand the client’s business deeply. Over time, they become strategic advisors, capable of contributing ideas that go beyond the original scope of work.
By investing in these long-term relationships, Matter is able to help clients identify new opportunities, respond to market trends, and plan for future growth. Their role becomes that of a proactive partner rather than a reactive vendor.
“Our goal is to be the team that our clients call not just when something breaks, but when they have a new idea or want to push into a new market. That’s the level of trust we aim for.”
Expanding into Global Markets
As Matter matured in the local market, they set their sights on international expansion. Many of their clients were beginning to explore opportunities in the US, Europe, and Asia, and Matter saw the opportunity to support them with global expertise.
“We realised that to truly support our clients, we needed to have first-hand experience in international markets. That meant not just reading about them, but actively delivering projects abroad.”
Matter began taking on projects in global regions, which helped them learn about market-specific requirements and adapt their solutions accordingly. This global exposure has become a strategic asset, allowing them to bring international best practices to all of their client engagements.
Leveraging Infrastructure for Scalable Growth
Operating in multiple markets requires robust infrastructure, particularly in areas like financial management, logistics, and compliance. Matter ensures that their solutions are built with scalability in mind, enabling clients to enter new markets with minimal friction.
Their systems are designed to accommodate multi-currency pricing, tax compliance, and region-specific fulfilment strategies. By planning for global scalability from the outset, Matter helps clients avoid costly rebuilds and delays.
“When we build a system, we build it to scale. We ask ourselves, ‘What happens when this business doubles or triples its order volume? What happens when they launch in three new countries?’ Our goal is to have those answers built in from day one.”
Matter Design & Digital is not just adapting to changes in the agency world—it is helping to define the future of digital commerce consulting. By focusing on integrated systems, long-term partnerships, and strategic thinking, they are delivering outcomes that go far beyond what traditional agencies offer.
Building Operational Agility for Modern Commerce
As the digital economy matures, brands need more than just attractive storefronts to succeed. Behind every successful eCommerce operation lies a sophisticated web of technology, logistics, and operational intelligence. Matter Design & Digital recognised early on that helping clients build scalable operations was just as important as designing customer-facing experiences.
Nigel Poole, Director of Matter, emphasized that their clients were struggling with fragmented systems, manual processes, and a lack of visibility across departments. Matter responded by developing solutions that connected disparate tools into unified, automated workflows.
“We look at the full operating model—not just how customers interact with a website, but how teams work behind the scenes to fulfil, reconcile, and analyse. That’s where transformation really happens.”
Integrated Systems that Eliminate Friction
At the heart of Matter’s approach is integration. Every business has its own stack of tools, including CRMs, ERPs, inventory management platforms, shipping providers, and customer service software. The challenge is ensuring these tools communicate effectively.
Matter creates architectures where data flows seamlessly between systems. For example, when a customer places an order, that information flows to the inventory system, triggers warehouse fulfilment, updates the accounting ledger, and notifies the CRM for future marketing. This creates real-time visibility and significantly reduces human error.
“We make sure every platform speaks to the others. The result is not just efficiency but accuracy. Staff spend less time chasing information and more time making decisions.”
Automating Repetitive Processes to Save Time
Many retail operations are bogged down by repetitive manual tasks—reconciling sales, entering shipping data, updating product availability. These tasks are not just time-consuming; they are also prone to error.
Matter prioritises automation. Their development teams identify opportunities to replace manual processes with automated workflows. Whether it’s generating financial reports, syncing customer segments, or updating stock across channels, automation removes unnecessary overhead.
This has a tangible impact on client operations. Reduced manual work means teams can focus on strategy, customer service, and growth. It also improves speed and agility, particularly in fast-moving sectors where responsiveness is key.
End-to-End Fulfilment and Inventory Management
Retail success increasingly depends on getting the right product to the right customer at the right time. Fulfilment and inventory are no longer back-office concerns—they are central to the customer experience.
Matter works with clients to optimize fulfillment workflows, integrate warehouse management systems, and maintain accurate stock levels across multiple channels. This includes support for click-and-collect models, ship-from-store strategies, and third-party logistics (3PL) providers.
“We help clients unify their online and offline inventory. A customer might buy online and pick up in-store or request next-day shipping from a warehouse. That flexibility requires integrated systems and smart fulfillment logic.”
Clients using Matter’s integrated solutions benefit from fewer stockouts, reduced carrying costs, and improved customer satisfaction. Real-time stock visibility also enables more confident merchandising and marketing decisions.
Supporting Multichannel Commerce
Modern shoppers move fluidly between online and offline channels. They research on mobile, compare on desktop, and buy in-store—or the reverse. Brands must meet customers where they are, without friction.
Matter builds multichannel architectures that support consistent brand experiences across web, mobile, physical retail, marketplaces, and social platforms. These systems allow for centralised management of product data, pricing, content, and customer history.
“We help our clients be present wherever their customers are—whether that’s their own site, Amazon, Instagram, or a brick-and-mortar location. And we ensure that all those experiences are connected.”
Unified commerce systems not only improve the customer journey but also simplify back-end management. Teams can maintain one product catalogue, one pricing strategy, and one customer view across every channel.
Leveraging Analytics for Smarter Decisions
Data is a powerful enabler of growth. But for many businesses, the problem is not a lack of data—it’s the inability to use it. Disconnected systems and inconsistent reporting make it difficult to act on insights.
Matter designs reporting dashboards and analytics tools that pull data from across the organisation. Sales trends, fulfilment metrics, marketing ROI, and customer behaviour can all be monitored in one place. These insights allow businesses to act quickly and make better decisions.
“We want our clients to have full visibility—how their campaigns are performing, where their bottlenecks are, and which SKUs are underperforming. That clarity is what drives growth.” The agency also integrates predictive analytics, enabling clients to forecast demand, identify risks, and allocate resources more effectively.
Financial Infrastructure for Global Commerce
Scaling internationally requires more than just translating a website. Businesses need systems that support global operations—from currency conversion and tax compliance to international payment processing and supplier management.
Matter incorporates global financial architecture into every international expansion project. This includes ensuring compliance with country-specific regulations, configuring tax calculations, and managing pricing across currencies.
“When clients expand internationally, the complexity grows fast. You’re dealing with multiple banks, currencies, and jurisdictions. We help make that complexity manageable.” By embedding global-ready financial tools into their digital ecosystems, Matter enables clients to operate confidently in new markets.
Client Empowerment Through Technology Enablement
One of Matter’s guiding principles is empowerment. The agency aims to give clients the tools, knowledge, and support they need to operate independently and confidently.
This includes detailed documentation, team training, and intuitive interfaces that allow clients to manage their own operations without constant technical support. Even complex automation workflows and integrations are designed to be maintainable by internal teams.
“We don’t want our clients to feel locked into us. Our goal is to make them self-sufficient, with us available as a strategic partner—not a gatekeeper.” This approach reduces dependency, increases client confidence, and strengthens the partnership.
Supporting Agile Business Models
Digital commerce moves fast. Businesses need to test new ideas, launch quickly, and adapt to feedback. Traditional development cycles and rigid systems don’t allow for this kind of agility.
Matter builds flexible systems that support rapid experimentation. Whether a client wants to test a new product line, spin up a campaign site, or launch in a new geography, Matter’s modular architecture and agile methodology make it possible.
“We build for iteration. Nothing we deliver is ever truly finished. We create platforms that are easy to evolve, easy to scale, and easy to pivot.” Clients benefit from faster go-to-market timelines, lower experimentation costs, and the ability to move in sync with consumer demand.
Collaboration-First Approach to Delivery
Strong client relationships are built on collaboration, not control. Matter uses a delivery model that invites clients into the process from the beginning. Joint planning sessions, open feedback loops, and transparent communication ensure everyone is aligned.
“We don’t hide behind technical jargon or black-box processes. We make sure our clients understand what we’re doing, why we’re doing it, and how it benefits them.” This inclusive approach leads to better outcomes, as clients contribute valuable insights that inform design, development, and strategy.
Industry-Specific Expertise and Customisation
While digital commerce principles apply broadly, every industry has its own nuances. Matter builds domain expertise across sectors such as fashion, beauty, homewares, and B2B wholesale. This allows them to tailor solutions to the unique workflows and customer expectations of each vertical.
For example, a fashion retailer may need detailed product filtering and return workflows, while a B2B supplier might require bulk pricing, quote requests, and custom ordering portals. Matter adapts its systems accordingly.
“We listen first. Every business is different, and we never assume one-size-fits-all. Our job is to understand the sector and build to fit.” This adaptability allows clients to achieve industry leadership through bespoke digital infrastructure.
Role of Leadership and Vision
Matter’s operational excellence is grounded in a clear strategic vision. Leadership sets the tone for collaboration, continuous improvement, and long-term partnership. Nigel and the leadership team are deeply involved in both client delivery and internal innovation.
They regularly evaluate new technologies, refine methodologies, and seek feedback from clients and staff. This proactive approach ensures that Matter stays ahead of industry trends and delivers the most relevant solutions to clients.
“We believe innovation doesn’t happen by accident. It happens by design, through curiosity, discipline, and a commitment to staying close to our clients’ needs.” This leadership philosophy filters through the entire organisation, fostering a culture of ownership and excellence.
Matter’s commitment to operational excellence has helped clients achieve faster, more efficient, and more scalable digital operations. From integrated systems and automation to multichannel fulfilment and agile infrastructure, the agency delivers comprehensive support for growing businesses.
Embracing Global Opportunities in Digital Commerce
Globalisation has changed the game for digital retailers. Opportunities once limited by geography are now accessible through technology, logistics innovation, and digital marketing. But with global opportunities come global complexities. Navigating international markets requires local knowledge, adaptive systems, and strategic foresight.
Matter Design & Digital has embraced this challenge. Recognising the growing demand from clients for cross-border solutions, Matter has strategically positioned itself as a partner capable of supporting global growth. From regulatory compliance to customer experience localisation, the agency is helping businesses launch and thrive in international markets.
“Our clients are expanding across borders faster than ever before. They need partners who understand what it takes to operate globally, not just locally.”
Learning by Doing: Matter’s Global Project Footprint
To support its clients effectively, Matter made the strategic decision to gain first-hand experience in international markets. The agency began taking on projects in the United States, Europe, and Asia, exposing its team to a variety of consumer behaviours, legal frameworks, and digital ecosystems.
This hands-on exposure has been invaluable. Rather than relying on second-hand insights, the team developed practical knowledge about international expansion. They encountered issues such as data privacy regulation, tax compliance, shipping logistics, and customer support localisation—and developed playbooks to manage them.
“We didn’t want to be theorists. We wanted to build, learn, and refine our approach in real-world international contexts. That has made our solutions stronger and more nuanced.”
Designing for International Scale from Day One
One of Matter’s key principles is to build for scale from the start. This means designing systems that can handle growth without needing to be overhauled every time a new country is added.
International readiness is built into the architecture: multi-language capabilities, flexible tax logic, regional fulfilment integrations, and location-based content delivery. Matter also ensures that infrastructure can support region-specific promotional strategies, customer segmentation, and loyalty programs.
“It’s much easier to plan for international scale upfront than to retrofit it later. We help clients avoid future technical debt by building scalable systems from day one.” This future-ready mindset allows clients to move into new markets quickly, with confidence that their systems can support the expansion.
Cross-Border Fulfilment and Customer Experience
Delivering exceptional customer experience across borders requires more than translation. It requires optimised logistics, responsive service, and culturally relevant interfaces.
Matter works with fulfilment providers in key regions to offer clients flexible logistics options. Depending on the product category, demand, and delivery expectations, this may include local warehouses, regional 3PL partners, or international shipping strategies.
User experience is tailored to the market. Content, imagery, payment methods, and support channels are all adapted to reflect customer expectations in each region.
“What works in one country might not work in another. We take the time to understand those differences and bake them into the design.” By localising both frontend and backend systems, Matter helps businesses maintain their brand integrity while being regionally relevant.
Strengthening Compliance and Risk Management
One of the major barriers to international expansion is compliance. Different countries have different laws regarding consumer protection, data privacy, tax collection, and payment processing. Matter supports clients by identifying regulatory risks and building compliance into digital operations.
Whether it’s General Data Protection Regulation (GDPR) in the EU, sales tax obligations in the US, or customs documentation for international orders, Matter ensures that clients are protected. They partner with legal advisors and compliance platforms to stay updated on evolving regulations.
“Compliance isn’t something you can afford to get wrong. We make sure our clients are set up for success before they launch in a new market.” This proactive approach mitigates risk and builds trust with both regulators and customers.
Building a Culturally Intelligent Team
To operate effectively in global markets, Matter has invested in building a culturally intelligent team. This includes hiring team members with international experience, offering cross-cultural training, and fostering a mindset of curiosity and adaptability.
The team learns from each project, developing a deeper understanding of consumer psychology, business etiquette, and digital preferences in different regions. This cultural intelligence is a key asset in shaping user journeys, marketing strategies, and operational workflows.
“We want our team to think globally, not just technically. It’s not enough to know how to build a system—you have to understand who you’re building it for.” This focus on cultural empathy enhances the relevance and effectiveness of the solutions Matter delivers.
Evolving Services to Match Market Needs
Matter’s international experience has also shaped the evolution of its service offering. The agency has added new capabilities to meet emerging client needs, including international tax configuration, multilingual content management, cross-border analytics, and region-specific SEO.
These services are delivered through modular frameworks, allowing clients to add capabilities as needed. Whether a brand is entering its first overseas market or scaling across multiple regions, Matter can tailor its support to match the pace and complexity of the journey.
“We see our services as building blocks. Clients can scale them up or down depending on where they are in their global expansion timeline.” This flexibility ensures that businesses receive the right level of support at each stage of growth.
Data-Driven Expansion Strategies
Informed decision-making is essential for successful international growth. Matter equips clients with analytics tools that provide insights into new market performance, customer behaviour, and operational efficiency.
This includes dashboards that track cross-border conversion rates, regional order volumes, fulfilment costs, and return rates. These insights help businesses fine-tune their strategies and allocate resources more effectively.
“We don’t just help clients launch internationally—we help them optimize. That means continuously learning from the data and making smarter choices.” Data also plays a role in forecasting, helping clients plan inventory, marketing, and staffing based on predicted demand.
Enhancing Customer Support Across Borders
Customer support is a cornerstone of successful global commerce. Matter assists clients in implementing support systems that can handle inquiries across time zones and languages. This includes setting up helpdesk platforms, chatbot solutions, and local support teams. The goal is to provide timely, effective responses that meet customer expectations in each region.
“Global support is about meeting people where they are. That might mean local language, local hours, or local channels like WhatsApp or WeChat. We design systems that make that possible.” By aligning support operations with regional norms, clients can build stronger relationships and foster repeat business.
Future-Proofing Global Operations
Markets change, technologies evolve, and consumer preferences shift. Matter builds flexibility into its systems so that clients can adapt without rebuilding from scratch. This includes modular architectures, API-based integrations, and scalable cloud infrastructure.
“We assume that what works today might not work tomorrow. So we build platforms that are easy to evolve. That’s how we future-proof our clients’ operations.” This adaptability allows businesses to pivot, innovate, and stay ahead of competitors in a dynamic global market.
Strategic Partnerships for Global Reach
No agency can deliver global success in isolation. Matter builds strong partnerships with technology providers, logistics firms, and consulting experts to expand its reach and capabilities.
These partnerships allow Matter to offer clients access to best-in-class tools and resources, from cross-border tax solutions to international warehousing and regional marketing platforms.
“Our ecosystem of partners is part of our value proposition. We bring together the right people and technologies to make global commerce seamless.” Clients benefit from a network that is already vetted, integrated, and aligned with their business goals.
Maintaining Core Values Through Growth
As Matter expands globally, it remains committed to its core values: transparency, collaboration, empathy, and results. These principles guide every client relationship and internal decision.
The agency understands that long-term success is built not only on technical execution but on mutual trust and shared purpose. Whether serving a startup entering its first international market or a global brand refining its operations, Matter brings the same level of dedication and care.
“Growth shouldn’t come at the cost of quality or integrity. We grow by delivering real results and staying true to what matters most.” These values form the foundation of Matter’s global success and shape the experience for every client, team member, and partner.
Matter’s global expansion strategy combines practical experience, strategic foresight, and a strong cultural foundation. Through intentional growth, cross-border capability development, and a commitment to excellence, Matter is setting a new standard for what it means to be a truly global digital commerce agency.
Conclusion
Matter Design & Digital has successfully reimagined what it means to be a modern digital agency. In an industry often defined by short-term project delivery and narrow technical scope, Matter has embraced a broader, more strategic role. Through a combination of operational excellence, global expansion, and long-term partnership models, the agency has become a key driver of growth for ambitious brands in the digital commerce space.
At the heart of Matter’s evolution is a deep understanding of how commerce works today. They recognise that success requires more than an elegant website—it demands integrated systems, smart fulfilment, agile operations, and a clear view into financial and customer data. By building flexible, scalable, and data-rich infrastructures, Matter empowers its clients to not only sell more but also operate more intelligently and sustainably.
What truly sets Matter apart is its commitment to client partnerships. Rather than locking clients into long-term contracts or limiting their role to delivery execution, Matter has positioned itself as a trusted strategic advisor. Their on-demand access model, collaborative culture, and investment in high-performing teams give businesses the capabilities they need to succeed without bearing the burden of building internal teams from scratch.
As Matter continues to expand into new markets and industries, its focus remains unchanged: delivering real, ongoing value. By engaging deeply with each client’s business model, fostering innovation, and staying ahead of industry shifts, the agency remains agile and indispensable in an increasingly complex digital world.
This transformation of the traditional agency model points to a broader shift across the digital landscape. Businesses no longer want isolated service providers—they want integrated partners who can adapt with them, evolve their systems, and support their global ambitions. Matter has proven that with the right mindset, team, and tools, agencies can play a transformative role in shaping the future of commerce.
In a time where technology changes fast and customer expectations evolve even faster, agencies that think beyond projects—and instead build for partnership, performance, and progress—will define the next era of digital success. Matter is leading that charge.