I was tasked to step in to a major programme, (that was suffering ‘catastrophic commercial and delivery problems’), and to mobilise the set-up of a manufacturing production line and deployment capability. The issues involved: Over-commitments and subsequent failures. Lack of defined scope and direction. No commercial agreement in place resulting in spiralling costs and no...
Business improvement diagnostic
Diagnostic to understand your business, engage your people and identify key improvement areas.
Target Operating Model changes
It was deemed by the C-Suite that the current operating model for IT was not fit for purpose, This was also fuelled by part of the group being sold which removed capability from the IT team and the need to ensure a fit for purpose global 24×7 service was in place.
Investigate risks associated with Internet of Things (IoT) connected White Goods
The UK Government Department BEIS wanted to understand the risks associated with IoT connected White Goods.
Enhancing Customer Satisfaction: A Case of Product Returns Reduction and B2B Relationship Improvement
A well-known manufacturer of domestic appliances, FMCG, renowned for innovation and quality, faced a challenge from two major UK retailers regarding product quality. The objective was to reduce the rate of product returns and improve B2B customer satisfaction.
Organizational performance improvement
Committed to improving organizational performance with innovative approach.
CX Mentoring
Sometimes a business is making great strides with Customer Experience but needs a little advice or a friendly ear. CX Mentoring helps you explore Customer Experience in your environment, developing ideas and plans. We can work 1-2-1 or in groups.
Sustaining Customer Experience
Two factors put your customer experience under pressure. 1) Customer expectations forever change. 2) As organisations grow, they divide into specialist teams (aka functions). These factors challenge your team and change the experience you deliver. While we offer CX Projects to boost Customer Experience, one off changes eventually become obsolete. So, we recommend clients embrace...
