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Navigating Complex Service Transformation

When service organisations are under pressure to modernise, decisions around digital, AI, and contact centre platforms carry significant cost, risk, and customer impact.

I support CIOs, CTOs, and service leaders to navigate complex service change with clarity, grounding technology and AI decisions in real operational realities while services continue to run.

Is this You?

You might be here because:​

  • You are under pressure to modernise service, but outcomes are not improving at the pace expected

  • Your contact centre stack is complex, and each change feels riskier than it should

  • Vendors are promising AI driven gains, but it is unclear where to begin or why early attempts have not delivered expected value

  • Service leaders and technology teams are not fully aligned on priorities or trade offs

  • Teams are managing workarounds to protect service levels

  • Decisions feel high impact, but the right path forward is not always clear

How I help

I help service organisations make progress by strengthening decisions across people, process, technology, and data, where service performance and risk intersect.

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With more than 25 years designing, building, and evolving contact centre technology, I bring deep practical knowledge across the full service stack. My experience spans product leadership and architecture, working alongside hundreds of service teams and supporting dozens of successful transformations.

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This typically includes:

  • Clarifying priorities and decision paths across service, technology, and operations

  • Shaping service and product roadmaps so investment in platforms and capabilities translates into real operational improvement

  • Providing architectural guidance across the contact centre ecosystem, including telephony, routing, CRM, workforce management, knowledge, analytics, and digital and AI capabilities

  • Helping align service design, operating processes, and team ways of working so change is absorbable

  • Supporting vendor evaluation and assurance, including reviewing proposals, designs, and delivery approaches

  • Acting as a pragmatic design authority when decisions need to be aligned, owned, and able to stick

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I engage where experience adds the most value, often at moments of uncertainty or transition. I am not there to create dependency. My role is to build clarity and capability so leaders and teams can move forward with confidence after I step away.

Expected Outcomes

My work is aimed at outcomes that reduce waste, free up capacity, and increase the organisation’s ability to deliver impact

Value Realisation

Service investments translate into measurable value through improved conversion, retention, and lifetime value, supported by service experiences that customers trust and return to

Cost Reduction

Unnecessary complexity, rework, and manual effort are reduced, lowering the cost to serve while protecting service quality and operational resilience

Customer and Employee Experience

Service experiences improve for customers and staff alike, with clearer processes, better tooling, and reduced friction across day-to-day work.

What this looks like in practice

Entain was replacing an ageing contact centre platform that was no longer fit for purpose and could not support emerging digital and self service needs.

 

The organisation needed to modernise quickly, without introducing unacceptable risk to a high volume service environment.

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I provided senior contact centre and service technology expertise to support key decisions early in the program. This included assessing whether the proposed solution scope was realistic, adequately resourced, and appropriately risk assessed before major commitments were made.

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I led critical design reviews and provided best practice guidance on conversation design, helping ensure digital and assisted service experiences were intuitive, consistent, and aligned to customer intent. I also supported escalation management and helped align expectations between the client and delivery partners around product capabilities and constraints.

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The result was a well scoped and confidently delivered MVP, launched in record time. The platform delivered over $1 million in benefits in its first year, and the strength of the initial delivery supported the client’s decision to proceed with several subsequent phases of deployment.

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Bayley Clarke, GM Customer Innovation and Technology

"Karen assisted us with her expertise of the Salesforce platform when we implemented Service Cloud at Entain. She took the time to understand the complexities of our business for the platform to be built to suit our specific needs.
She is honest, trustworthy and her experience with Salesforce products and services is second to none. Thank you Karen!"

Is this a good fit?

This approach works well if you:

  • Are leading service, digital, or AI change in a complex environment

  • Need clarity and confidence before committing to major decisions

  • Want senior support that strengthens internal capability rather than replacing it

  • Prefer thoughtful progress over large, disruptive programs

  • Value practical judgement grounded in real service delivery experience

It may be less suitable if you:

  • Are looking to outsource delivery or program execution

  • Want a predefined framework or packaged solution

  • Expect long term external ownership of service or technology decisions

If this feels aligned, I am happy to explore whether I can be useful.

How we can start - 1,2,3

1: A short discussion to understand your context, pressures, and where confidence or clarity is currently missing.

 

2: A targeted review of service, technology, and decision points to identify risks, gaps, and where experience can add the most value

 

3: A clearly defined engagement focused on supporting decisions, reducing risk, and strengthening internal capability

Ready to elevate your transformation?

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