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What makes a business unique to their clients? Hear from us as we share our views about how a customer feels privileged and appreciated by their service provider
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CUSTOMER EXPERIENCE LIFECYCLE
Tan Meng Choon Director [email protected] +65-91895981 26 March 2014
inn vating together
Communication and Media
Services Solutions
Service Differentiation: Customer Focused
Omni Presence
Customer deciding their own Access
Segmenting and Targeting
Optimizing Fulfillment Structure
Up Selling and Cross Selling
Visualization, Optimisation, Predictions
*Brett King – Bank 3.0
WWW
Instant Msg
Mobile
Contact Center
Retail
Social Media
Customer
Product
Offerings
Product
Offering
s
Service Journey: Relationship Focused
Aligning Expectations and Needs
Observation
General info
Targeted info
Choice of Supplier
Transaction
After Sales & deliver
* Source: Peelen et al (2000)
Customer Experience Management
Enabling
Operational
Excellency
* Source: Peelen et al (2000)
Marketing Plan
Customer Experience
RecommendationsCampaign
Content
Management
Kiosk
E-Channels
Performance
Management
Business Strategy
Customer Insights
Customer Contact
Management
dapoaugury’s Sell Side Solutions
•Marketing
Automation and
Operation
Management
•Customer Relation
Management
• Web Analytics
• Mobile Lean Portals
•Mobile Apps
•Enterprise Messaging
and Notifications
E-Channels
• Information
Architecture Solutions
E-Channels
dapoaugury’s Information Architecture Solutions
Users
Mgmt
Experience Dashboard
Rules/
AnalyticsSearch
Knowledge
Ontology
Repository
Access
CMIS
Records
Database
Feeds
Data Protection
and Availability
Information
Governance
Case
Mgmt
Presentation PortalCollaboration
Syndication
Use Cases
•Service
Provisioning
• VAS Product
Management
•Customer
Portfolio and
Service
Management
•Billing
Management
Repository
Rationalisation
• Customer
Relation
Databases
• POS/Retail
Systems
• SIM Card
Management
Systems
Integrate
•External Teams
•Other Business
Units
•Cross
Geographies
Access
•Portals
•Mobile Devices
•Messaging Systems
About DA.PO Augury
To exploit and deliver
promising and cutting edge
early stage solutions to our
clients and in turn enabling
them and ourselves to
achieve differentiated
comparative advantages
together
http://augury.dapoltd.com
Our Industry Portfolio
Financial Services, Media, Communications Customer Experience Management, Enterprise Messaging
Government, Professional Services Enterprise Content Management, Business Process Automation, Information Protection, Search
Retail, Logistics, Supply Chain
Visualisation,
Business Analytics, Enterprise Resource Planning
Our ApproachRefinePositionDiscoverAnalyseAppreciate
Industry
Benchmark
Leaders
Laggers
Intent
Compete
Posture BenchmarkOpportunity
Flank
Current Maturity
Strength
Enhance
InnovateJourney Again
Weakness Rectify
Exit
Methodology
Appreciate
Analyse
Discover
Position
Refine
© da.po augury 2013 all rights reserved
Our Program Management Methodology
Project
Delivery Execution
Management and Optimization
ProgramBusiness Unit Coordination
Program Leverage and Sharing
Return on Investments
PortfolioStrategic Objectives Alignment
Governance and Guidance
Dashboard and Review
Business Strategy
Retail Banking
SG HK MY …
Insurance and Claims
SG HK …
Enterprise and
Investments
SG …
SA (Vendor)
BA1
AP
AM
AP – Application Program Manager
AM – Application Manager
BA – Business Analyst
SME – Subject Matter Expert
PM – Project Manager
SA – Solution Architect (Vendor/DA.PO Augury)
SME
PM
BA2
CIO
• Dream
• Discover
• Define
• Design
• Develop
• Deploy
Consulting Services Scope (Sample) Business Planning and General Management
Take ownership of the overall solution design
Develop and execute a solution strategy and business plan that support product growth
Shape, design, and plan specific implementation strategies
Act as the bridge between Enterprise Architects, Business Analyst and Application Architects
Subject Matter Expertise
Facilitate as strategist for solution design, roadmaps and implementation plan
Provide market insights on landscape for solution, product directions, vendors, and methods
Provides expertise to identify and translate system requirements into software and system design plan and documentation
Work with Products, Systems and Application owners to ensure quality internal and external client-oriented documentation
Facilitate the communication of Solution Strategy and Design
Facilitate in User Acceptance Testing, Rollout and Training
Methodology and Quality Assurance
Lead implementation using formalized solution methodologies
Build and maintain repository for deliverables, methodologies, and business requirements documents
Interface and coordinate tasks with internal and external technical resources. Collaborates with Business Owners, External Vendors, Project Managers and Application Managers to provision estimates, develop overall implementation solution plan, and serve as a lead as required, to implement the installation, customization, and integration efforts
Oversee solution aspects of project life cycle, from initial kickoff through requirements analysis, design and implementation phases for projects within the solution area
Provide quality assurance for services within the solution area
Work Force Management and Guidance
Collaborate with a team of project implementation stakeholders to drive Project delivery success.
Assists staffing coordinators who define project team requirements for projects in solution area
Work with Program Manager to define overall resource needs and expertise in solution area
Work with Project Manager to establish professional development needs for practitioners in solution area
Guide more junior technical resources
Our People
Meng Choon
Passionate and Results driven technology business executive with track record in leading startups and new business units at IBM, Sun, Oracle in enterprise software, services, systems, storage and infrastructure solutions
MBA (Int’l Bus), Bsc(Comp Sci)
Adjunct Lecturer (CRM)
Joo Keng Mechanical Engineer by
training (NUS)
Former Manager at Accenture
Subject Matter Expert in Maintenance Repair Overhaul (MRO) projects for SIA, THAI and JAL.
Process Architect for BHP Billiton in Maintenance, Work Management and Source-to-Contract/Procure-to-Pay process
Currently pursuing MSc BA (Business Analytics, NUS)
Associate Consultants
ECM – 10 Years Practice
ERP – 15 Years Practice
WCM – 7 Years Practice
IM Consulting – 4 Years Practice
Mobile Development – 6 Years
Consultant Bio HighlightsTan Meng Choon
Passionate and Results Driven
Values Integrity and Mutually Win-Win collaborations
18 Years Industry Experience
Lead Startups and New Business Units at IBM, Sun, Oracle in enterprise software, services, systems, storage and infrastructure solutions
MBA (Int’l Bus), BSc (Comp Sci)
Project Highlights Insurance Customer
Life Insurance Application Infrastructure Upgrade
Telco Customer
Mobility Content Management Solution Upgrades
Legal Customer
Practice Management Application Upgrade
Orange Gum (Startup) – Head Operations
Samsung FunClub Portal
Starhub Ringtone Download Portal
IBM Global Services – CRM Specialist
DBS Retail Banking Call Center & IVR
LTA ERP BI Dashboard
IBM Business Consulting Services – SAP Basis
KKH, SGH, CGH SAP Rollout
ST SASCO ERP/Websphere PM Portal
© da.po augury 2014 all rights reserved
inn vating together
