Client Challenge

The client, a leader in customer service within the corporate card issuing sector, faced challenges from rapid digital growth and industry disruptors. They needed to update their business and technology blueprint to:

• Enhance omni-channel customer experience.
• Integrate digital service capabilities.
• Adopt innovative solutions from various industries.

Scope of Work:

The project involved several key components:

• Conducted a Landscape Assessment of digital experiences and payments solutions, incorporating both outside-in (industry benchmarks) and inside-out (current client capabilities) perspectives.
• Developed a baseline assessment document comparing client strategies, products, and technology against industry standards, using interviews, document analysis, and a Capability Maturity Model workshop.
• Aligned business vision with products and solutions through focus sessions, identifying and prioritizing use cases, defining personas, and refining journey maps.
• Created an integrated Target-state Blueprint in client workshops, identifying necessary process, data, technology, and organizational changes.
• Formulated a 24-36-month Digital Roadmap, categorizing and prioritizing enablers.
• Developed a Program Value Case with a Value Tree framework, metrics, KPIs, cost drivers, estimates, and documented risks and assumptions.
• Produced an Executive Communication narrative and Change Management Plan.
• Designed web & mobile product wireframes, prototypes, and digital UI, refining them based on user feedback and defining the Minimum Viable Product (MVP).
• Established an Agile governance structure for product development teams.

Results:

The implementation of these initiatives was projected to yield benefits exceeding $300 Million over three years. This success was underpinned by a comprehensive digital transformation strategy that effectively bridged the gap between current capabilities and the desired future state, ensuring a significant return on investment and a strong competitive position in the rapidly evolving digital landscape.

Client Challenge:

The client, a leading US utility, initiated the Customer Choice initiative to address competitive risks in grid power and seize new market opportunities. The goal was to enhance customer engagement and relationship by identifying and launching up to four new viable Customer Choice products.

Scope of Work:

The project was divided into five distinct phases:

• Identification and selection of up to six new or in-progress Customer Choice products.
• Design of each selected product, executed in staggered iterations.
• Development of Go-To-Market strategies for each product, utilizing Customer Journey Maps.
• Customization of an ongoing framework for the evaluation, design, and deployment of future products.
• Comprehensive project management throughout the project lifecycle.

Results:

• Achieved a 50% reduction in product development time and accelerated market introduction, adding a Net Present Value (NPV) of $50 million.
• Successfully integrated faster product development processes into the client’s operations, enhancing their approach to customer-centricity and product innovation.

This project not only provided significant economic benefits but also marked a strategic shift for the utility company, enabling them to adapt to changing market dynamics and consumer needs effectively.