big digital advisory services - customer-centric digital consulting

BIG DIGITAL: THE JOURNEY

TOWARDS CUSTOMER-CENTRICITY

WHY?

For a business to succeed:

It must have a customer with a need.It must be able to satisfy that customer’s need.

Raise market awareness, acquire customers, service, delight and retain those customers.

Back-Office

Front-Office

Walk Your Talk

Align and Integrate

A product-centric company focuses on one product at a time and tries to sell that product to as many customers as possible.

A customer-centric company focuses on one customer at a time and tries to sell that customer as many products as possible.

Organisational Maturity

BIG DIGITAL CASE STUDY

PROJECT GOALS

Big Digital: Identify digitisation opportunities to advance the organisation towards it’s strategic objectives

People, Process & Technologies

1. Smart City Vision: a Technologically Competent Institution with Enhanced Service Efficiencies and Productivity

2. Build a Learning and Growing High Performance Organisation

3. A Financially Viable & Sustainable Organisation

4. Provide Seamless Customer Experiences

5. Conduct Effective Customer & Stakeholder Management

Diagnostic Toolset

• Workshops• Interviews• Audits• Surveys• Analytics - Owned & External Big Data• Local & Global Benchmarking• Trends Analysis

Prescription without diagnosis is malpractice

Information Gathering: Workshops, Interviews,

Analytics - Owned & External Big Data, Surveys,

Local & Global Benchmarking

Analysis

Insights & Recommendations

WORKSHOPS & INTERVIEWS

ANALYTICS & DATA-DRIVEN INSIGHTS

STRATEGY MATRIX: Visual, Interactive Leave-BehindBrings Strategy Into FocusCascades Strategy into and Specific Actions (KPIs)

• Single customer view• Seamless customer experience• Ecosystem integration• Intelligent/predictive cross selling• Enhanced acquisition

• Fragmented customer view• Duplication/cost inefficiencies• Fragmented ecosystem• High retention costs• Low conversion rates

FRONT-ENDCUSTOMER CENTRIC

TOUCHPOINTS

BACK-ENDINFRASTRUCTURE/APPLICATIONS/

OPERATIONS

DATA

SYSTEMSINTEGRATION

DESIGN/USABILITY

D AT A

DATA

CON

TENT

CON

TEN

T

EXTERNAL STAKEHOLDERS• Customers• Prospects• Suppliers

INTERNAL STAKEHOLDERS• Executives• Staff• Contractors

AlignmentNon-Alignment

GOVERNANCE

CONTENT

FIRESTRING

INSIGHTS, RECOMMENDATIONS & ROAD MAP