Customer Operations
Providing advice and implementing process, technology, people and operating model change in customer service organisations – call centres, retail and online.
Deals – Outsourcing and industry change
Selecting outsourcers and negotiating contracts and SLAs, advising on business cases, assessment of performance and delivering industry change.
Deals – Mergers & Acquisitions
Assessing the issues, costs and benefits of separating or integrating operations, for example in M&A. Delivering integration
Product management and marketing
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
Networks and Technology
Providing advice on businesses highly dependent on technology, networking or other technical infrastructure. Using technology for business benefit