BIG DIGITAL: THE JOURNEY TOWARDS CUSTOMER-CENTRICITY

BIG DIGITAL

Who We Are

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

Our clients are focused on:

Increasing market share

Expanding territories

Attracting the best talent

Elevating brand position

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.

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.

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.

• 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

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

How Do We Do It?

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)

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

BIG DIGITAL

Designing an Actionable Strategy That Considers Big Data and Digital, but Also Actual People

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

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

BIG DIGITAL

Transforming Big Data into Meaningful Data

Current 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

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.

ANALYTICS & DATA-DRIVEN INSIGHTS

ALWAYS-ON STRATEGY MATRIX SOFTWARE PLATFORM

A SAMPLE BIG DIGITAL ROAD MAP