The customer had an ambition to become the best loved brand and double its customer base. This required the customer to be able to enter new Segments, markets and business models to unlock new revenue streams with speed, and cost efficiency. This required digital transformation across the organisation
STAR Stories Indi
Customer experience (CX) transformation in a large consumer business
During 2003-10, my customer suffered from highest churn, and worst NPS in the market, and –ve word-of-mouth from customers due to poor customer experience. Poor brand perception became a handbrake for growth.
Transitioning to a New Way of Working: The Challenges Faced by a Global Bank
As an executive director, David Kolb was confronted with the challenges faced by a global bank transitioning to a new way of working. The bank struggled with slow technology function, lack of team collaboration, and declining customer satisfaction. The task at hand was to lead the DevOps and Agile transformation in the bank’s global technology...
A Leading Indian Bank Tackles and Conquers a Technological Hurdle on the Road to $1 Billion in Profits
David, an exceptional executive director, took charge of a leading local bank in India, determined to achieve a remarkable $1 billion in profits. However, the bank faced significant technological obstacles that hindered growth and tarnished its reputation. Service stability issues plagued the trading floor, retail branches, and ATM network. Furthermore, the bank lacked essential IT...
How A Global Bank Transformed Their Technology And Operations To Improve Operational Efficiency
As a global bank aiming to enhance operational efficiency and customer experience, they recognised the need for transformation. In this endeavour, they sought a leader who could inspire, motivate, and guide our teams, set a clear vision, and foster a positive work environment. David Kolb, an executive director with a strategic mindset, was handpicked to...
Large SME – Process Mapping Exercise Across 14 Teams
I secured my first contract with a UK based small-medium enterprise specialising in online Forex. The organisation was preparing to merge with a US-based Forex company and my client, the PMO Director, had recommended to her Sr Leadership team that it would be critical to understanding in detail processes sitting across the company before scaling...
FTSE 100 – Ensure Payroll Sytem is GDPR Compliant
This FTSE 100 multinational had been implementing the GDPR policies to protect their customers and employees data as well as specific and sensitive systems such as Payroll. Having implemented the GDPR directives to nearly all European markets, I was approached to assist them as a Business Analyst with the French market as the French Payroll...
FTSE 100 – New European Target Operating Model
This FTS100 multinational had the ambition to implement a new Target Operating Model that would significantly reduce operational and servicing costs. The objective was to migrate all stand-alone European Customer Service centres in the UK where it would be part of a Centre of Excellence to offer outstanding service to their customers. After recently joining...
IT operating model to support a global finance template roll-out
Recruited to join a Centre of Excellence (CoE) team helping drive consolidation and harmonisation for a global energy organisation with geographically dispersed business offices.
Focus on core business – the case for Shared Services
The company was in the consumer goods business – development, manufacturing and sales – and had legal entities in 60+ countries around the globe. The financial reporting and consolidation were standardised and centralised to some extent, but the underlying accounting was completely decentralised and in the hands of local finance directors and chief accountants. This...
