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Big digital oct 2014 ex

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BIG DIGITAL: THE JOURNEY TOWARDS CUSTOMER-CENTRICITY

BIG DIGITAL1Who We Are

Big Digital is an Advisory Service that enables our customers to improve:

Customer awareness, acquisition and retentionThe design and management of customer experiences and relationshipsCollaboration across their value chain (staff, suppliers and customers)Customer-centricity and product life-cycle managementOmni-channel, always-on, agile and relevant engagement with their customersOur clients are focused on:

Increasing market shareExpanding territoriesAttracting the best talentElevating brand positionWe 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?

8For a business to succeed:

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

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

Walk Your Talk

Align and Integrate

9A 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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12Single customer viewSeamless customer experienceEcosystem integrationIntelligent/predictive cross sellingEnhanced acquisitionFragmented customer viewDuplication/cost inefficienciesFragmented ecosystemHigh retention costsLow conversion ratesFRONT-ENDCUSTOMER CENTRICTOUCHPOINTSBACK-ENDINFRASTRUCTURE/APPLICATIONS/OPERATIONSDATASYSTEMSINTEGRATIONDESIGN/USABILITYDATADATACONTENTCONTENT

EXTERNAL STAKEHOLDERSCustomersProspectsSuppliersINTERNAL STAKEHOLDERSExecutivesStaffContractors

AlignmentNon-AlignmentGOVERNANCECONTENTFIRESTRINGTaking customer centric viewSingle customer viewDetermine acquisition & retention costsEvolve from fragmented to integrated & efficient ecosystemAchieved by means of strategic projects - but sense there is inefficiency in the processTask is to determine whether non-alignment exists and what the causes arePresent evidence for case for changeProvide solid recommendations to address causesOrganisational Maturity

BIG DIGITAL CASE STUDY

PROJECT GOALSBig Digital: Identify digitisation opportunities to advance the organisation towards its strategic objectivesPeople, Process & Technologies

Smart City Vision: a Technologically Competent Institution with Enhanced Service Efficiencies and ProductivityBuild a Learning and Growing High Performance OrganisationA Financially Viable & Sustainable OrganisationProvide Seamless Customer ExperiencesConduct Effective Customer & Stakeholder ManagementHow Do We Do It?Big Digital:

Unique Strategy Mapping Visualisation TechnologyData Sets Relevant to your Industry and StrategyA 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 InnovationAlways-On CollaborationPractical Knowledge Sharing, Real-Time Information DiscoveryMulti-Stakeholder EngagementStakeholder Buy-In for the Business CaseA Critical Bridge Between Strategy and Operational TeamsBIG DIGITALDesigning an Actionable Strategy That Considers Big Data and Digital, but Also Actual PeopleWithin the Big Digital Online Community our consulting specialists work with client teams to:

Unpack Strategic Objectives and the processes and people to action these objectivesAudit customer touch points and digital ecosystem maps and engagement modelsDesign and define a more responsive strategy, focusing on digital and customer-centricityBuild cascades from the strategy into people and process down to KPI levelEnsure overall team and process alignment and accountability to the new strategic objectivesOur 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 FeedsSentiment AnalysisNews Keyword ScansMarket Research & Market IndicesCompetitor Benchmarking

BIG DIGITALTransforming Big Data into Meaningful DataCurrent Diagnostic Toolset

WorkshopsInterviewsAuditsSurveysAnalytics - Owned & External Big DataLocal & Global BenchmarkingTrends Analysis

Prescription without diagnosis is malpractice

Information Gathering: Workshops, Interviews, Analytics - Owned & External Big Data, Surveys,Local & Global Benchmarking

Analysis

Insights & RecommendationsWORKSHOPS & INTERVIEWS

25Strategic planning isnt something you can afford to do once a year its 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

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ALWAYS-ON STRATEGY MATRIX SOFTWARE PLATFORM

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A SAMPLE BIG DIGITAL ROAD MAP29

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