Mathieu Colas and Hélène Chaplain join Monitor Deloitte France

Both new partners have been at Deloitte for between six months to one and a half years, and after demonstrating their track record externally and internally, they have been promoted to senior partner and admitted into Monitor Deloitte’s ranks. Monitor Deloitte is the strategy consulting brand of Deloitte Consulting, established in 2012 after Deloitte acquired Monitor Group, a boutique US-headquartered strategic consultancy that was founded by among others strategy guru Michael Porter.

Hélène Chaplain is a senior partner in the firm’s Digital Strategy & Innovation practice, and is the leader of Deloitte’s wider Consumer Business industry segment, which spans services to clients in the automotive, consumer goods, retail, transportation and hospitality industries. She previously spent 17 years at Accenture, since 2001 in the role of partner. In her most recent roles, Chaplain served as Accenture France’s industry lead for consumer goods and was head of the firm’s digital consulting arm for clients in the products landscape.

Mathieu Colas is a senior partner in charge of Monitor Deloitte’s automotive and new mobility offerings. He started his career with Deloitte at Deloitte Digital – the Big Four firm’s rapidly growing digital wing – and previously spent four years at Capgemini Invent and over a decade at Oliver Wyman. Colas focuses on topics including (digital) strategy, large-scale transformation, emerging technologies, advanced analytics and digital transformation.

As part of their new roles, both Colas and Chaplain joined Monitor Deloitte’s annual offsite in June. During the three day trip to Biarritz in the south of France, the firm’s leadership walked through the year’s top accomplishments and the ambitions for the current financial year. Meanwhile, consultants were provided the room to network, share experiences and best practices and enjoy the region’s sunny weather and culinary culture.

Last year, Monitor Deloitte France added Olivier Perrin, a former Accenture Strategy partner, to its leadership ranks in Paris.

CUSTOMER SERVICE EXCELLENCE

KPMG named a global ‘Leader’ in customer service consulting

The ALM Vanguard report ranks Customer Service consulting firms based on their capabilities to create client impact through their depth of expertise and the ability to deploy across a range of engagement models. In ALM’s in-depth analysis of global firms, the report highlights the effectiveness of KPMG’s Six Pillars approach to Customer Experience Excellence.

“KPMG approaches customer service consulting within the context of accelerating differentiated customer experiences through the lens of the Six Pillars of [Customer] Experience Excellence: Personalisation, Integrity, Expectations, Time and Effort, Resolutions and Empathy,” writes ALM’s Matthew A. Merker, Senior Analyst, Management Consulting Research. He continues, “[The firm] advocates that if clients incorporate all Six Pillars into their customer experience, they will outperform the rest of the market.”

ALM’s report cites KPMG as ‘Best in Class’ for its Customer Service Operating System capability and recognises the impact of KPMG’s Connected Enterprise framework in helping clients transform their customer experience.

“KPMG’s customer service designs are integrated with middle- and back-office functions through [the firm’s] Connected Enterprise offering, which provides a symbiotic relationship of information sharing throughout the client organisation,” the report states. “This closes performance gaps in customer interaction and service delivery while providing transparency into opportunities for improvement in daily operations to increase efficiency and reduce costs.”

“Customer service has the largest impact on customer experience in the battle to win, retain and grow today’s customers,” says Julio Hernandez, Global Customer Centre of Excellence and US Customer Advisory Lead. “To deliver excellence and a differentiating customer experience, organisations need to think beyond traditional ‘operations’ and be more intentional in the design of the service experience. They must connect customer service to the Connected Enterprise and do so in a way that makes economic sense.”

The ALM report also praises KPMG’s service delivery model, highlighting KPMG’s effective use of “four key components” to help clients improve their delivery of a valuable customer experience:

Customer service economics that includes rapid assessment of the customer-service landscape to prioritise change that balances cost-to-serve with value.

Intentional service design that enables best practice customer journeys and service processes through intelligent data engineering and market alliances.

Innovative self-service capabilities that empower customers to self-serve more often and interact across channels.

Modernised workforces that are equipped with digital tools to augment capability and deliver the highest value.

Adrian Farrugia, Associate Director leading the Customers & Operations Advisory at KPMG in Malta stated that “We are thrilled that KPMG has been ranked as the leading CX services. This reaffirms the trust our customers have in our abilities and approach which deploys a wealth of best practice from our Customer Experience Excellence Centre and the rich insights we have gained from millions of points of customer feedback.”

New Partner PHOTO

Synpulse widens circle of Partners

International management consultancy Synpulse has two new partners. The appointments are a result of strong growth in the company’s business with banks and insurers in Singapore and Hong Kong.

Synpulse has appointed Prasanna Venkatesan and Salomon Wettstein as new partners, according to a news release on Thursday. The firm also announced that Yves Roesti has joined its team of managing partners.

Roesti is based in Singapore and responsible for Synpulse’s consulting business in Asia. He studied computer science and economics at the University of Zurich and started his career at Synpulse in Zurich in 2006. Since his relocation to Singapore in 2008, he has led the expansion of Synpulse’s consulting business in Asia.

Promoting Digital Roadmaps

In 2015, he was appointed partner. Under his leadership, Synpulse grew the team in Asia to 150 consultants across three key markets – Singapore, Hong Kong and Australia. In particular, Roesti has been promoting banking operating model transformations and digital roadmaps.

Wettstein joined Synpulse in 2011. He holds a Master in Computational Science and Engineering at the Swiss Institute of Technology (ETH) in Zurich. Wettstein heads the Hong Kong office and oversees the banking practice in the Greater China region. He manages strategic business and technology transformations for clients in that region and is part of the global Operational Excellence leadership team.

Consulting Private Banks

Venkatesan also started his career at Synpulse in 2011 and is based in Singapore. He holds an MBA from the Nanyang University of Technology (NTU) in Singapore. He specializes in consulting for the private banking sector in the areas of advisory excellence, large scale transformation and leads the regulatory, risk and compliance practice in Asia.

Since its founding in 1996, Synpulse has supported banks and insurers along the entire value chain – that is from the development of strategies and their operational realization to technical implementation and handover. Synpulse stands out due to the industry expertise, passion and commitment of its more than 350 employees. The firm has offices in Zurich, Geneva, Dusseldorf, Frankfurt, Bratislava, Vienna, Singapore, Hong Kong, New York and London.

Advisory Excellence Continues with Addition of Susan Aarons

Evermay Consulting Group is pleased to introduce former federal special agent Susan Aarons as Senior Associate. One of the founding members of the Department of Homeland Security, Ms. Aarons has served in leadership positions spanning customs, immigration, counterterrorism, counterintelligence, and national security. She also served with over 42 U.S. Congressional committees during the mapping of DHS, including appropriations and funding.

During her tenure, she directed the integration of national security and counterterrorism efforts across DHS and ICE and led ICE Homeland Security Investigations across more than a hundred FBI Joint Terrorism Task Forces. She served as a founding leader of the CBP National Targeting Center, FBI’s Terrorist Screening Center and the ODNI’s National Counterterrorism Center. Ms. Aarons also served as FBI Deputy Section Chief for Terrorist Financing Operations Section.

Ms. Aarons led the effort to analyse, prioritize, develop and implement the first government-wide Terrorist Mobility Strategy, and was a pioneer/senior advisor for the Terrorist Identities Datamart Environment (TIDE) terrorist watchlist. She has led inter-agency surge teams, focused on training, capacity building and foreign counterpart coordination in support of Presidential policy directives for partners that included National Security Council, National Counterterrorism Center, departments of Justice, Treasury, Défense, and State. Her leadership earned her a reputation collaborative leadership with uncompromised integrity in the law enforcement community.

“Ms. Aaron’s mission experience is a nexus of Law Enforcement activities that perfectly align with the mission priorities of the today’s hardest homeland security challenges,” said Dr. Cedric J. Sims, President and CEO of Evermay Consulting Group. “Involved from the ground floor of DHS itself, she has mission-service across multiple administrations. She brings insight into requirements for much needed front-line border protection tools that incorporate data analytics, the complexities associated with tech modernization and nuances of surging to meet resource requirements in a difficult mission space.”

Ms. Aarons is a recipient of several awards, including a Presidential Commendation and Secretary of Treasury Award, and nominated for U.S. Customs’ Agent of the Year. She has represented U.S. Law Enforcement interests to the intergovernmental Financial Action Task Force, established by the G7 to combat global money laundering and terrorist financing.

“Ms. Aarons demonstrates Evermay’s commitment to deepening advisory repertoire and is one of several next-level Subject Matter Experts bringing execution insights to our clientele, empowering them to deliver more precise and effective mission solutions,” Dr. Sims said.

For more than 10 years, Evermay Consulting Group has provided advisory services to firms looking to enhance their understanding of DHS and other agencies’ missions. Our team is comprised of former government acquisition and program leaders who have not only lived the mission but have been agents of change from within the government procurement system itself. Evermay’s unbiased dedication to mission and mentorship has made them actively-sought advisors who daily help meet the challenges of homeland protection.