Providing advice and implementing process, technology, people and operating model change in customer service organisations – call centres, retail and online.
Selecting outsourcers and negotiating contracts and SLAs, advising on business cases, assessment of performance and delivering industry change.
Assessing the issues, costs and benefits of separating or integrating operations, for example in M&A. Delivering integration
Product and service launches. Service definition – decision making and policy setting across the marketing mix. Getting to market and getting to volume. Cross functional team working. Addressing show stopper
Providing advice on businesses highly dependent on technology, networking or other technical infrastructure. Using technology for business benefit