Conduct a baseline, diagnostic assessment into all aspects of an organisation's information fitness to identify any gaps and associated options for improvement.
Transforming Retail through Technology Innovation: Empowering Flexible Products and Regulatory Compliance
A top 10 UK clothing and footwear digital retailer with a Home proposition sought to revolutionize their credit platform and explore the possibility of building their own. Their existing credit business was not aligned with market standards and faced regulatory challenges, particularly regarding 28-day statement cycles. Additionally, the client aimed to deliver a credit proposition...
Doubling eCommerce Sales and Digital Marketing Budgets: A Multi-Year Transformation Success
A Consumer Goods corporation found itself with a lower market share in eCommerce compared to other channels, despite the rapid growth of eCommerce sales. Their digital marketing expenditure was also lagging behind industry competitors, leading to an overall market share decline.
Review of contact operating model
The Body Shop want to be best in class across all markets in which they operate. They want to offer a service that surprises and delights customers and wanted to create a plan specifically around the contact model that achieves this ambition through their outsourced partner.
Collaborative Service Design WITH customers
Yorkshire Water provide and maintain water and waste services to over five million people. They want to increase the use of self-service online/via their app in line with customer needs.
Review of the Global Operating Model
One of the largest global providers across 40 countries for integrated marketing services solutions serving world leading brands. We worked with them to identify better and more consistent ways of working across people, technology, insights, processes & practises whilst preserving local specialisms and knowledge
From ‘Post Purchase’ to ‘Entire Journey’ Focus
To review Studio’s ways of working, metrics and operational design to set out where priority changes were required, what needed to change, and deliver this into the business to support CX improvement. CX/CS were seen as interchangeable terms – Delineating the difference between them was key to ensuring colleagues at all levels & roles understood...
Led delivery of a £12.5m Property Rationalisation Transformation Programme involving 5000 staff – Case Study Included
I was asked to lead one of the most challenging, complex Transformation Programmes of change involving New Ways of Working (Culture Change), buildings rationalisation and creation of Community Hubs, for a Local Authority involving, People (over 5000), Place (35 buildings) and Technology (Windows 10, Office 365, Wifi telephony, MFD’s – Training all staff).
Head of Transformation Programme at DWP
It was recognised that many areas of technology within the DWP were no longer fit for purpose with a resulting major impact on productivity. An extensive programme of change was required. I was asked to lead this programme.
CRM in the Energy sector for Atos
While managing the CRM practice for Atos we were successful in being appointed to implement a CRM system for a very large, world wide, energy company.
