“The BiG team mobilised quickly, worked flexibly within our infrastructure, brought new ideas and built the process we needed. A great experience all round!”


The Client

With a turnover of around £500m, an operating profit of approximately 30% and a reputation for ground-breaking innovation, Experian UK & Ireland is the regional arm of a global information services group providing data and analytical tools to clients around the world. With corporate headquarters in Dublin, regional headquarters in Nottingham and offices throughout the country, it produces more than 30,000 credit reports and connects 250,000 users to their services every day.

Voted one of the UK’s most admired companies for the second year running, Experian UK&I has recently achieved rapid growth through acquisitions across four key business lines.

 

The Challenge

This growth meant Experian needed a shift in our collective mentality away from silo and point solutions towards repeatable, customer-orientated propositions that could draw on our extensive business-wide capabilities. They needed help accelerating the changes required to successfully deliver that transformation.

 

The Solution

In such a fast growing business, the business is constantly acquiring and developing new capabilities that rely on collaborative working to succeed. BiG helped Experian take this journey.

They brought together 50 senior leaders from 13 different product lines across the global business to communicate the roles of each part of the business and establish integrated team working, develop new customer focussed propositions drawing on these capabilities and evolve selected propositions.

Not only that, but these leaders finished the day having agreed a series of actions that would help drive this work forward. With BiG’s support, they identified a range of new macro propositions incorporating capabilities from multiple product lines and created a strong network among colleagues who had never previously met.

We used our CLEAR FrameworkTM to design this transformation event in rapid timeframes:

Clarify – Future customer requirements needed to be clarified based on day to day discussions taking place between client account leads and clients.

Learn – Each of Experian’s 13 product lines needed to learn of the technical and team capabilities of the other product lines so that complimentary offers could be developed.

Engage – Over 50 product line leads from UK, Europe, US and Asia were brought together to work on the development of new propositions.

Activate – Specific tasks relating to the macro propositions were identified such that they could be progressed immediately post the transformation event.

Refine – Several iterations of the macro propositions were developed and these were reviewed from alternative market perspectives to understand target market priorities.

 

The Results

  • Successful creation of key customer-centric propositions.
  • A unified, informed senior business development community.
  • Determined and committed key account action plans.
  • Design and delivery in 3 weeks.

 

 

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