Enhancing Client Experience In Architecture, Engineering & Construction
Philip ThomasOptumplus
Define - ex·pe·ri·ence [ik-speer-ee-
uhns] 01
table of contents
Why – digital globalized economy;
a changed focus and reputation
is only as good as the last project 02
How - enhance client experience
to make project delivery relevant
for the 21st century03
What – What has changed to
challenge us in the disruptive
environment04
Snapshot - enhance our client
experience & innovate our
experience delivery05
Coordinates – sparking
conversation06
3
ex·pe·ri·ence [ik-speer-ee-uhns]
Noun
a particular instance of personally encountering or
undergoing something:
business experience.
Philosophy:
the totality of the cognitions given by perception;
all that is perceived, understood, and remembered.
definition of experience by Dictionary.com
define
A Duarte-Slidedocs template
section 01
"Experience innovation
will be a crucial
component for companies
seeking to remain relevant
and retain customer
loyalty.”
Rick Wise, CEO of
Lippincott in Fast Company
Enhance client experience
In a digital globalized
economy which has
changed our focus and
where our reputation is only
as good as the last project
why
5
Digital globalized economy
The 21st Century has initiated a change in our economy
that is far removed from the one that existed during the
turn of the last century.
Tools in business have changed from pen to computer; to mobile
devices and the associated enhanced communication through
ubiquitous connectivity affecting the way we work we play and the
way we live our lives
We are living and working in an era which are adapting to the rapid advancement of
technology and wherein new business models are being introduced and business
disruption is the new normal and society has brought in focus the “Customer
Experience” where the way we interact with our customers, our clients is undergoing
massive change.
.
why
A Duarte-Slidedocs template
section 02
Your company’s survival
may depend on the way you
answer one question:
“How will your company
adapt” - Fast Company
6
Changed focus
This change in focus of the “Customer Experience is taking
root in a global environment where, it is reported that,
70% of the companies on the Fortune 1000 list 10 years ago have
vanished and in an environment where no business is too big to
fail or too small to succeed,
where technology and society are growing at a faster pace than organisation and
corporation can catch up
why
A Duarte-Slidedocs template
section 02
“A corporation is a living
organism; it has to
continue to shed its skin.
Methods have to change.
Focus has to change.
Values have to change. The
sum total of those changes
is transformation.” Andrew
Grove. Chairman of the
Board - Intel Corporation
7
Changed business environment
Where our age old assumptions are no more relevant and
the metrics of success are being redefined
Where the clarity of words we use to discuss business, standbys
like marketplace and competitive advantage, are redefined and
rendered almost meaningless,
Makes the age old maxim “our reputation with a client is only as good as the last
project” all the more important.
why
A Duarte-Slidedocs template
section 02
""The truth is, at this very
moment your company is
most likely either
disrupting other
companies or being
disrupted."
John Kotter, Forbes -
Contributor -Kotter
International
Enhance client experience
To make project delivery
relevant for the digital
globalized 21st century
how
9
Engage client
Start any project by understanding the background and
the objective of the project
Envision together a clear vision of project delivery
Identify client drivers & business objective of the project delivery
Determine project intent, objectives & criteria for effective project
delivery
Agree to share the inherent risks & potential rewards of project
delivery
.
how to
A Duarte-Slidedocs template
section 03
Understanding the
background and the
objective of the project,
further enhance client
experiences by
transforming the client
engagement during project
delivery.
“Creating value is an inherently
cooperative process, capturing
value is inherently competitive.”
Barry J. Nalebuff Milton Steinbach Professor of Management
Yale School of Management
11
Transform client engagement
During project delivery within the changing project context
of Design + Engineering + Construction will further
enhance client experience
Navigate the intent of the project objectives through the project
lifecycle
Determine together fresh ideas & initiatives to deliver the intent of
the project
Envision a new methodology for each construction elements &
Create new possibilities of delivery within those systems
Establishing a controlled & accountable ecosystem to meet
outcome
how to
A Duarte-Slidedocs template
section 03
When value is delivered
and experienced through
effective project delivery,
deeper and lasting
relationship are built with
clients.
“Real competitive advantage is
your people using their ingenuity
to save your customers time or
money, solve a problem.”
Anne C. Graham Managing Director,
The Legendary Value Institute
13
Create sustainable value
Build long lasting relationship as award of a project
delivery is a promise of value to be delivered & a belief
from the client that value will be experienced.
Enable shortest time to market for client product or services
Meet the ROI of the business objectives of our client firm
Enabling clients to focus on their core business not manage the
project.
Improve project overall NPV -Net Present Value
Reduce financial cost of project delivery
Assist clients to stay competitive
how to
A Duarte-Slidedocs template
section 03
Engaging the client by
understanding of their
business & transforming
our methodology of the
client engagement during
project delivery will lead to
creating sustainable value.
“Satisfying customers is the
source of sustainable value
creation.”
Kaplan & NortonMilton Steinbach Professor of Management
Yale School of Management
Enhance client experience
What has changed to
challenge us in the
disruptive environment
where change is the new
normal
what
16
Change is the new normal
Circumstances have changed to challenge us
First, the nature of competition has changed - you can no longer
see the competition coming.
Secondly, a renewed focus on the customer and the human side of
business through digital transformation
Lastly, the competitive advantage resides in the minds of our clients
Technologies are no longer progressing in a predictable linear fashion, but are
advancing exponentially — and converging
Social, mobile, real-time, and other disruptive technologies are aligning together
to necessitate changes within organizations, forcing them to adapt to maintain
relevancy
Today’s advantage comes from interactions we have with our customers.
what
A Duarte-Slidedocs template
section 04
"Digital transformation is
significant because it is
finally driving real change
within businesses; they’re
developing new models,
team structures, and
customer-centered
philosophies along the
way. “
Brian Solis - Principal at
Altimeter Group
“Customer pain is the ultimate
renewable resource.”
Jon Burgstone and Bill Murphy Jr Breakthrough Entrepreneurship authors
In a Fast Company article
Enhance client experience
Enhance our client
experience & innovate our
experience delivery - turn
client experience on its head
snapshot
19
Enhance & innovate experience
Enhance our client experience & innovate our experience
delivery
Turn client experience on its head through a combination of
Engage + Transform + Create in solving project complexity
Knowing that the nature of competition has changed; renew the focus on the
customer and the human side of business through digital transformation and the
competitive advantage resides in the minds of our clients becoming a trusted partner
to clients by addressing:
“Customer’s point of thirst” (expectations) and removing
“Customer Pain” (roadblocks).
summary
A Duarte-Slidedocs template
section 05
"Real competitive
advantage is your people
using their ingenuity to
save your customers time
or money, solve a problem,
or make them feel good.” -
Anne C. Graham -
Managing Director, The
Legendary Value Institute
coordinates
For more info & consulting
based on the content,
please contact us at
Philip Thomas
info@ optumplus.com
1 778 724 0233
www.optumplus.com
www.smartwerke
thank you
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