Director

Baker Tilly Digital

Digital Enterprise

Analytics

Transformation

Customer Experience

Intelligent Automation

Marketing Technology

Sales, Marketing & Service

Customer Experience Innovation

Principal

Change Management 

Market Research & Alignment

Marketing Effectiveness

Program & Project Management

Sales Technology

Service Effectiveness

Service Technology

Sales Effectiveness

Salesforce.com

Strategic Assessments & Roadmaps 

Strategy & Management Consulting

Banking & Capital Markets

Consulting

BI & Management Reporting

Big Data

Blockchain

Cloud Strategies

Connected Devices

Data Visualization

Design Thinking

Digital | Labs

Emerging Technologies

Finance Digital Transformation

Internet of Things (IoT)

Technology Enablement 

Customer Experience Management 

video Client background: Boland is the leading commercial HVAC systems, services and building energy solutions provider in the DC metro area. They provide a broad portfolio of energy efficient heating, ventilating and air conditioning systems, building, contracting and energy services, parts and supplies, and advanced controls for commercial buildings. The business challenge: Boland executives understand the constant state of disruption as it relates to digital and technical advancements. The executive team was looking to Baker Tilly’s digital leaders to facilitate key Boland team members through a structured digital innovation and ideation session that would ultimately be used as inputs to drive a digital transformation road map. The Baker Tilly approach: The Baker Tilly Digital team leveraged its Ideation and Design Thinking framework to facilitate the Boland executive team through a structured design thinking and innovation workshop.  Step 1: Empathize – During the Empathize phase we facilitated the group to define answers to two key questions: “Who are we trying to help?” “What problems do they have?” Step 2: Define – During the Define phase we defined the problems that Boland would attempt to resolve. Step 3: Ideate – During the Ideate phase we demonstrated the “art of the possible”. Multiple creative digital, technical and process oriented changes and solutions to address the problems defined in step 2 were documented. Step 4: Prototype – During the Prototype phase we leveraged our Digital | Labs environments to prototype the short list of solutions documented during the Ideate phase. Step 5: Test – During the Test phase we validated the prototype and got feedback from key stakeholders prior to moving forward with production- oriented solutions. The business impact: Boland achieved the following as a result of the Ideation and Design Thinking workshop: A clearly defined and concise digital, technical and process transformation idea portfolio that serves as Boland’s foundation to a strategic and digital roadmap. An understanding of the “art of what’s possible” as it relates to the problems Boland would like to address with its transformation projects. An engaged executive team that learned to apply innovative thinking and a structured framework to drive new thinking as it relates to their business.

Boland, a commercial HVAC systems, services and building energy provider, leverages Baker Tilly Digital’s ideation and design thinking framework to achieve a clearly defined and concise digital, technical and process transformation idea portfolio to serve as the foundation to their strategic and digital roadmap.

Construction

Boland engages Baker Tilly Digital to create a strategic digital roadmap

In today's competitive landscape, the pace of commoditization is rapid. Technology has created a form of disintermediation, where customers have the ability to leverage publicly available content online to educate themselves about a product or service.  As a result, it's more challenging to differentiate your value to customers and prospects.  We are in an "experience" economy, where companies that create, sell and/or deliver a positive product or service experience enjoy competitive positioning and premium pricing advantages. Organizations need to consider customer experience management and experience innovation as two of the most important strategies to transform and grow your business in this experience economy.  Consider these three digital technology innovations focused on engagement effectiveness, engagement efficiency and engagement intelligence to improve your customer's experience and enable your organization's desired level of growth.

In today's competitive landscape, the pace of commoditization is rapid. Technology has created a form of disintermediation, where customers have the ability to leverage publicly available content online to educate themselves about a product or service.  As a result, it's more challenging to differentiate your value to customers and prospects. 

Technology transformation in the age of the customer

With increasing opportunities to leverage digital technologies to propel your organization, comes increasing pressure to successfully enable your organization to rapidly understand, plan, prototype and deploy new technology into the organization. 

With years of experience supporting complex organization transformational programs, Baker Tilly’s digital transformation team brings knowledge of the challenges that organizations face as they activate a culture focused on digital innovation. 

Our digital team works collaboratively with  your team to enable the core capabilities needed to succeed in this digital environment. We blend our digital technology knowledge, with our industry knowledge and our organizational change experiences to help you to think differently about transformation and what it means in today’s digital environment.

Our team helps executives to navigate the complexities of the organizational changes required to enable a Digital Enterprise. We bring proven experience and structured approaches to:

Define a future vision for your digital enterprise

Establish a digital center of excellence 

Continuously understand and adjust to the needs and wants of your customer(s)

Define and activate the organizational operating model and core capabilities to support digital execution including knowledge management, document management, and collaboration platforms

Enhance your learning and development strategy to support the needs of a digital enterprise

Establish clear and consistent communication channels to foster knowledge management and collaboration across the digital enterprise

Lead the organization transformation from awareness to understanding to acceptance to support of your transformation initiatives.

Develop a strategy for leveraging managed services to support your digital transformation

We can help your organization manage all of your digital technology solutions - whether it be in regard to change management, customer experience, or implementation and deployment.

Baker Tilly provides a custom-tailored approach to help your organization manage the change associated with any complex transformation, and minimize impacts to your employees.

Our change management specialists work with you to build the right plan to drive adoption and increase the value realized from your technology, process, transformational and structural changes.

Create intentional, positive customer experiences that deliver market differentiation and premium pricing permission.

Do you have complex business challenges or strategic alignment questions?

Organizations often struggle with strategic direction and strategic alignment. Baker Tilly provides strategic assessment and roadmap services that enable strategic alignment for your most challenging business problems.

What if your firm turned project management into a strategic competitive advantage over your competitors?

Baker Tilly’s program and project management consultants help companies create their own right-sized operating model for program and project management and transform program management into a strategic competitive advantage.