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Enhancing Client
Experience
In Architecture, Engineering & Construction
Philip Thomas
Optumplus
philip.thomas@optumplus.com
Define - ex·pe·ri·ence [ik-speer-ee-
uhns]01
table of contents
Why – digital globalized economy;
a changed focus and reput...
3
ex·pe·ri·ence [ik-speer-ee-uhns]
Noun
a particular instance of personally encountering or
undergoing something:
business...
Enhance client experience
In a digital globalized
economy which has
changed our focus and
where our reputation is only
as ...
5
Digital globalized economy
The 21st Century has initiated a change in our economy
that is far removed from the one that ...
6
Changed focus
This change in focus of the “Customer Experience is taking
root in a global environment where, it is repor...
7
Changed business environment
Where our age old assumptions are no more relevant and
the metrics of success are being red...
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 cle...
“Creating value is an inherently
cooperative process, capturing
value is inherently competitive.”
Barry J. Nalebuff
Milton...
11
Transform client engagement
During project delivery within the changing project context
of Design + Engineering + Const...
“Real competitive advantage is
your people using their ingenuity
to save your customers time or
money, solve a problem.”
A...
13
Create sustainable value
Build long lasting relationship as award of a project
delivery is a promise of value to be del...
“Satisfying customers is the
source of sustainable value
creation.”
Kaplan & Norton
Milton Steinbach Professor of Manageme...
Enhance client experience
What has changed to
challenge us in the
disruptive environment
where change is the new
normal
wh...
16
Change is the new normal
Circumstances have changed to challenge us
First, the nature of competition has changed - you ...
“Customer pain is the ultimate
renewable resource.”
Jon Burgstone and Bill Murphy Jr
Breakthrough Entrepreneurship authors...
Enhance client experience
Enhance our client
experience & innovate our
experience delivery - turn
client experience on its...
19
Enhance & innovate experience
Enhance our client experience & innovate our experience
delivery
Turn client experience o...
coordinates
For more info & consulting
based on the content,
please contact us at
Philip Thomas
info@ optumplus.com
1 778 ...
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Optum+ enhancing client experience in architecture, engineering & construction strategy

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Turn client experience on its head through a combination of Engage + Transform + Create in solving project complexity; find and fill unmet customer needs, plan for profitability, strive for sustainability, establish credibility 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 while becoming a trusted partner to clients by addressing “Customer’s point of thirst” (expectations) and removing “Customer Pain” (roadblocks).

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Optum+ enhancing client experience in architecture, engineering & construction strategy

  1. 1. Enhancing Client Experience In Architecture, Engineering & Construction Philip Thomas Optumplus philip.thomas@optumplus.com
  2. 2. 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 century 03 What – What has changed to challenge us in the disruptive environment 04 Snapshot - enhance our client experience & innovate our experience delivery 05 Coordinates – sparking conversation06
  3. 3. 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
  4. 4. 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. 5. 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. 6. 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. 7. 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
  8. 8. Enhance client experience To make project delivery relevant for the digital globalized 21st century how
  9. 9. 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.
  10. 10. “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. 11. 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.
  12. 12. “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. 13. 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.
  14. 14. “Satisfying customers is the source of sustainable value creation.” Kaplan & Norton Milton Steinbach Professor of Management Yale School of Management
  15. 15. Enhance client experience What has changed to challenge us in the disruptive environment where change is the new normal what
  16. 16. 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
  17. 17. “Customer pain is the ultimate renewable resource.” Jon Burgstone and Bill Murphy Jr Breakthrough Entrepreneurship authors In a Fast Company article
  18. 18. Enhance client experience Enhance our client experience & innovate our experience delivery - turn client experience on its head snapshot
  19. 19. 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
  20. 20. 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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