Big Digital is an advisory service focused on enhancing customer-centricity through improved customer experiences, digital strategy mapping, and stakeholder engagement. Their approach combines data-driven insights, unique technology, and open innovation to guide clients in navigating digital transformation and achieving strategic objectives. By shifting from product-centric to customer-centric models, they aim to help organizations increase market awareness, satisfaction, and retention.

1. BIG DIGITAL
BIG DIGITAL:
THE JOURNEY TOWARDS
CUSTOMER-CENTRICITY

2. Who We Are

4. 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

5. Our clients are focused on:
 Increasing market share
 Expanding territories
 Attracting the best talent
 Elevating brand position

6. 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.

7. 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.

8. WHY?

9. 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

10. 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.

13. • 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-END
CUSTOMER CENTRIC
TOUCHPOINTS
BACK-END
INFRASTRUCTURE/APPLICATIONS/
OPERATIONS
DATA
SYSTEMS
INTEGRATION
DESIGN/
USABILITY
EXTERNAL
STAKEHOLDERS
• Customers
• Prospects
• Suppliers
INTERNAL
STAKEHOLDERS
• Executives
• Staff
• Contractors
GOVERNANCE
CONTENT
FIRESTRING
Non-Alignment Alignment

14. Organisational Maturity

15. BIG DIGITAL CASE STUDY

16. 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

17. How Do We Do It?

18. 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)

19. 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

20. BIG DIGITAL
Designing an Actionable Strategy That Considers Big Data and
Digital, but Also Actual People

21. 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

22. 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

23. BIG DIGITAL
Transforming Big Data into Meaningful Data

24. Prescription without diagnosis is malpractice
Current Diagnostic Toolset
• Workshops
• Interviews
• Audits
• Surveys
• Analytics - Owned & External Big Data
• Local & Global Benchmarking
• Trends Analysis

25. WORKSHOPS & INTERVIEWS
Information Gathering:
Workshops, Interviews,
Analytics - Owned & External
Big Data, Surveys,
Local & Global Benchmarking
Analysis
Insights &
Recommendations

26. 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.

27. ANALYTICS & DATA-DRIVEN INSIGHTS

28. ALWAYS-ON
STRATEGY
MATRIX
SOFTWARE
PLATFORM

29. A SAMPLE BIG DIGITAL ROAD MAP