
Deep Dive
One of the unique aspects of our involvement with BMMI over six years of working together has been the cross-divisional nature of our work. As we worked with each division and interacted with different departments, we noticed common threads and potential opportunities. Opportunities for growth, for cost efficiencies, for improving customer experience, for developing internal knowledge and more. With this in mind, we presented a case for change to senior management. A case for proactively embracing Digital Transformation from a customer experience and change management perspective.
Digital Audit
Taking a deep dive into all of the organisation’s digital activities from websites, through to social media and CRM, we interviewed key stakeholders to gain an understanding of each divisions knowledge and approach, benchmarking BMMI against international best practice. Starting in 2015, we developed a working relationship with Paul Boag, a renowned User Experience Designer, Service Design Consultant and Digital Transformation expert based in the UK. He has worked with British Gas, the RSPCA, Medécins Sans Frontier, the University of St Andrews and Shell. Rather than take this project on single handedly and with potential blinkers in place having been involved with BMMI for the time that we had, we brought Paul on board to bring his insight and experience to bear.
