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.

JF PHOTO

FTI Consulting’s Jason Frankl named to NACD Directorship 100 List

FTI Consulting, Inc. FCN, +1.28% today announced that Jason Frankl, a Senior Managing Director in the firm’s Forensic & Litigation Consulting segment, has been named to the 2018 National Association of Corporate Directors (NACD) Directorship 100 List, which highlights the most influential leaders in corporate governance.

“I congratulate Jay on being recognised by the NACD, which for the last four decades has honoured outstanding individuals who significantly impact boardroom practices and performance,” said Paul Ficca, Global Leader of the Forensic & Litigation Consulting segment at FTI Consulting. “Being named to the NACD Directorship 100 demonstrates Jay’s unwavering commitment to upholding the highest level of integrity and excellence in advancing boardroom performance.”

Mr. Frankl leads FTI Consulting’s Activism and M&A Solutions practice, working with companies and investors to develop and implement strategies to maximize shareholder value. He also advises management teams and boards of directors on how to proactively develop and implement defence strategies. Mr. Frankl is a nationally recognized expert in Nasdaq and NYSE compliance matters, corporate governance and securities trading. He is actively involved with the Washington Lawyers’ Committee for Civil Rights and Urban Affairs and serves as Chairman of the WLC’s Corporate Advisory Board. He also recently served as a member of the Board of Trustees of the Radcliffe Creek School in Chestertown, Md.

“It is an honour to be named to this year’s NACD Directorship 100 list with so many highly regarded corporate directors, corporate governance experts, policymakers and influencers,” Mr. Frankl said. “Boards face increasing demands from multiple stakeholders, and this recognition is a reflection of our team’s dedication to helping directors address their most complex challenges globally.”

The NACD will honour this year’s winners during the 12th annual NACD Directorship 100 gala at Cipriani 42nd Street in New York on November 28. Honourees will also be featured in the November/December issue of NACD Directorship magazine.

About FTI Consulting

FTI Consulting, Inc. is a global business advisory firm dedicated to helping organizations manage change, mitigate risk and resolve disputes: financial, legal, operational, political & regulatory, reputational and transactional. With more than 4,600 employees located in 28 countries, FTI Consulting professionals work closely with clients to anticipate, illuminate and overcome complex business challenges and make the most of opportunities. The Company generated $1.81 billion in revenues during fiscal year 2017.

EVERMAY

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 analyze, 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, Defense, 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.

Partnership PHOTO

Winbourne Consulting LLC has announced Partnership with Carbyne

New partnership will assist in delivering Carbyne’s Next-Gen 911 technology to emergency response services throughout the US to accurately locate victims and reduce emergency response times

Carbyne, the leading next-generation 911 communications platform, announced today its new partnership with Winbourne Consulting LLC.

Winbourne has 18 years of continuous experience providing public safety e-911/NG911 system consulting, planning, design and implementation.

As part of the partnership, Winbourne will utilize Carbyne’s cutting-edge technology and help to ensure seamless integration and operation of these solutions into existing public safety and emergency response infrastructure. This will allow emergency personnel to better manage and prioritize incoming emergency calls through new technologies comprised of mobile texting, video and web-based information platforms, along with the most cutting-edge technology to pinpoint the location of an emergency event, providing critical real-time data and communication.

“We are thrilled to pair our advanced technology with one of the most forward-thinking 911 consulting firms in the industry,” said Amir Elichai, CEO and Co-Founder of Carbyne. “We look forward to working with Winbourne to provide emergency service providers across the U.S. with the most advanced NG911 solutions in the marketplace today. By collaborating and pairing our areas of expertise, we can ensure not only that the best technology is available in emergency call centers throughout the country, but also that the technology is leveraged effectively to save as many lives as possible.”

Carbyne’s advanced platform will help keep the public safer by bringing emergency services infrastructure into the digital age. Citizens can live-stream their emergencies through smart devices, no app necessary, helping first responders prioritize events and locate users – shaving crucial minutes off response and dispatch times.

“Winbourne Consulting is excited to be part of Carbyne’s innovative approach to Next Generation 911, and to provide our public safety experience to guide Fayette County in optimizing Carbyne’s services,” said Jeff Winbourne, CEO of Winbourne Consulting, LLC.

The new partnership will kick off in Fayette County, GA, where Carbyne recently completed a successful pilot evaluation which led to their selection as a provider of NG911 call handling services for the county for the next seven years. That project is set to launch in the Fall of 2018.

Consulting PHOTO

The best consulting firms for Healthcare, Pharma and Life Sciences

The healthcare consultancy industry comprises of a handful of global firms and huge array of small/boutique to medium size firms that specialise exclusively in this area focusing their efforts across the whole value chain, from R&D to product launch, whilst others may focus on a specific portion of the lifecycle.

As the National Health Service continues to seek out savings opportunities while the government remains reluctant to up spending on the institution and, as health insurance and pharmaceutical costs threaten to spike in the near future, consulting firms are in demand in both the private and public sector to help the health industry negotiate the issues of the day. Now, a new survey conducted by professional services firm IgeaHub has revealed which consulting companies are considered the best in the healthcare space.

Following a large polling process among life science and healthcare industry executives, researchers, investors, health policymakers and patient advocates in 2017, the researchers found that QuintilesIMS – recently rebranded as IQVIA – McKinsey & Company, ZS Associates, Accenture and Deloitte provide the best consultancy services in the healthcare and pharmaceuticals landscape.

The best consulting firms for Healthcare, Pharma and Life Sciences

American multinational IQVIA, formerly QuintilesIMS, works to serve the combined industries of health information technologies and clinical research. The firm, which rebranded in November 2017, boasts approximately 55,000 employees in more than 100 countries. Last summer, the firm entered into a strategic collaboration with the NHS Cancer Vanguard, with a view to contributing its anonymous patient level, real world data on drug usage treatment costs and outcomes, in order to extend the capabilities of the national body.

Second placed McKinsey & Company and fifth placed Deloitte were both recently named top healthcare consultancies for the UK by Statista and the Financial Times. McKinsey reportedly struck a lucrative deal with NHS Improvement for a new partnership to “develop our internal organisational development work”, and to clarify NHS Improvement’s “purpose and operating model” – according to the Health Service Journal. Deloitte was meanwhile a recipient of several accolades at the most recent HealthInvestor awards.

Professional services firm Zs ranked third. The company’s Medical Products and Services practice provides a wide range of sales and marketing consulting, outsourcing and technology offerings to medical device and diagnostics companies as well as those specialising in medical supplies, equipment, distribution and healthcare services. The firm counts household healthcare names such as Astra-Zeneca, Bayer, GE Healthcare and Pfizer among its clients. Multifaceted IT and advisory firm Accenture meanwhile positioned fourth. Accenture recently published research suggesting that by making the overall healthcare industry more efficient, artificial intelligence applications could create $150 billion in annual healthcare savings in the US by 2026.

Rounding off the top ten, BCG – which appointed a new Associate Director for its Healthcare practice in the form of Chris Bergstrom – Clearview, Navigant, PwC, the Advisory Board Company all ranked highly among healthcare executives. Founded in 2007, ClearView Healthcare Partners is a global strategy consulting firm serving the life sciences sector, while Navigant has been working to expand its health offering over a number of years – including the acquisition of services provider Revenuemed. Big Four firm PwC has one of the largest healthcare networks advising clients – including policy makers, healthcare providers, payers and health sciences – to meet the challenges of addressing value, new entrants and new global markets, while the Advisory Board Company recently sold its healthcare assets to Optum, part of UnitedHealth Group, in a deal worth $1.3 billion including debt.

Rounding off the 20 firms named by IgeaHub, Big Four member EY ranked 11th; with Huron, which recently acquired HSM Consulting, L.E.K. Consulting, which recently boosted its healthcare wing with three new senior staff; international strategy firm Bain & Company, and global management consultancy FTI Consulting. Concluding the list were Chicago-based The Chartis Group, life-sciences and health strategy specialist Health Advances and Kaiser Associates, a boutique strategy consulting firm based in Washington DC and London, as well as Marsh McLennan Companies subsidiaries Mercer and Oliver Wyman.