Download - Big digital oct 2014 ex
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BIG DIGITAL: THE JOURNEY TOWARDS CUSTOMER-CENTRICITY
BIG DIGITAL
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Who We Are
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Big Digital is an Advisory Service that enables our customers to improve:
Customer awareness, acquisition and retention
The design and management of customer experiences and
relationships
Collaboration across their value chain (staff, suppliers and customers)
Customer-centricity and product life-cycle management
Omni-channel, always-on, agile and relevant engagement with their
customers
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Our clients are focused on:
Increasing market share
Expanding territories
Attracting the best talent
Elevating brand position
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We gather Insights and create Road Maps.
We design and, where needed, execute on the Digital
Journey – designing the automation of digital channels to
replace or enhance manual, legacy systems.
We map People, Process and Technology.
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To avoid being disrupted, Big Digital clients work with us to
develop a road map that describes the creation of their
own disruptive structures, within or adjacent to their
current business models.
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WHY?
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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
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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.
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• 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
EXTERNAL STAKEHOLDERS• Customers• Prospects• Suppliers
INTERNAL STAKEHOLDERS• Executives• Staff• Contractors
AlignmentNon-Alignment
GOVERNANCE
CONTENT
FIRESTRING
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Organisational Maturity
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BIG DIGITAL CASE STUDY
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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
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How Do We Do It?
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Big Digital:
Unique Strategy Mapping Visualisation Technology
Data Sets Relevant to your Industry and Strategy
A Closed, Interactive Online Community rich with Knowledge
Management and Enterprise Search Tools as well as External
Data Feeds (Social Media etc)
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Client teams are in this way enabled to benefit from:
Open Innovation
Always-On Collaboration
Practical Knowledge Sharing, Real-Time Information Discovery
Multi-Stakeholder Engagement
Stakeholder Buy-In for the Business Case
A Critical Bridge Between Strategy and Operational Teams
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BIG DIGITAL
Designing an Actionable Strategy That Considers Big Data and Digital, but Also Actual People
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Within the Big Digital Online Community our consulting specialists
work with client teams to:
Unpack Strategic Objectives and the processes and people to
action these objectives
Audit customer touch points and digital ecosystem maps and
engagement models
Design and define a more responsive strategy, focusing on digital
and customer-centricity
Build cascades from the strategy into people and process down to
KPI level
Ensure overall team and process alignment and accountability to
the new strategic objectives
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Our Process – workshops, one-on-one interviews, data audits
and surveys
Informed by -
Data-Driven Decision Making (3DM):
Unique industry and consumer data sets
Predictive Analytics Big Data Feeds
Sentiment Analysis
News Keyword Scans
Market Research & Market Indices
Competitor Benchmarking
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BIG DIGITAL
Transforming Big Data into Meaningful Data
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Current Diagnostic Toolset
• Workshops• Interviews• Audits• Surveys• Analytics - Owned & External Big Data• Local & Global Benchmarking• Trends Analysis
Prescription without diagnosis is malpractice
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Information Gathering: Workshops, Interviews,
Analytics - Owned & External Big Data, Surveys,
Local & Global Benchmarking
Analysis
Insights & Recommendations
WORKSHOPS & INTERVIEWS
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Strategic planning isn’t something you can afford to do once a
year – it’s an ecosystem, responsive to a changing
environment, whose inputs and outputs must be recognized
continuously.
Big Digital provides a practical framework to enable the
business case, more accurate decision-making and, ultimately,
team execution.
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ANALYTICS & DATA-DRIVEN INSIGHTS
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ALWAYS-ON STRATEGY MATRIX SOFTWARE PLATFORM
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A SAMPLE BIG DIGITAL ROAD MAP
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