Proven Results

Challenge: The client was seeking a more effective Asynchronous messaging and Conversational AI solution to enhance customer engagement and operational efficiency.

Activity: Conducted a comprehensive market scan, evaluating potential solutions, and developed a detailed business case, including financial modelling, to support the transformation. 

Value: The market scan provided the client with valuable insights into vendor offerings, ensuring that future vendor selection would align with their long-term goals. The business case helped secure stakeholder buy-in and ensured a financially sound path forward for the transformation.

Challenge: The client was seeking to replace an aging contact centre platform that was no longer fit for purpose and lacked the capabilities to support digital service needs.

Activity: As a contact centre SME, I assessed and ensured the solution scope was feasible, well-resourced, and risk-assessed. I led key design reviews for the solution, while also managing escalations and ensuring alignment on product capabilities to meet the client’s needs

Value: The support I provided helped ensure the project was well-resourced and risks were mitigated, allowing the MVP to be delivered in record time. The platform delivered over $1m in benefits in its first year; This project also led to the client signing the several additional phases of deployment with the partner.

Challenge: A for-purpose organisation was transitioning from a CRM that no longer met their needs to Salesforce Non-Profit Cloud. The project was falling behind schedule, and decision-making challenges were putting the implementation at risk.

Activity: Acted as a bridge between the business and delivery partner, ensuring alignment and clear communication. Translating concepts into business-friendly language to support informed decision-making. Provided guidance on key areas such as data migration, user security, and capability prioritisation. Developed a post-implementation roadmap focused on business value and organisational capability.

Value: Enabled smoother decision-making, reducing project delays and risks. Ensured the organisation fully understood Salesforce capabilities and trade-offs, leading to better adoption and long-term success. Ensured ongoing value beyond the initial implementation.

Challenge: The bank faced challenges in managing a large number of brokers and third-party financial advisors operating in the unmanaged space, leading to missed opportunities for proactive engagement and revenue growth and protection.

Activity: Designed and implemented AI-powered experience orchestration to enable targeted, proactive outreach to brokers and advisors. Ensured seamless integration with existing systems and provided strategic guidance on optimising AI-driven engagement. 

Value: Achieved 90% adoption within two months, enabling the bank to effectively manage and engage with brokers and advisors. The enhanced outreach strategy contributed to $728 million in additional revenue.

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Challenge: A leading appliance manufacturer needed to evaluate a field service solution to determine if it was the right fit for their complex operational requirements. They required a transparent, trust-based approach to assess both current capabilities and future potential.

Activity: As a trusted advisor, I worked closely with the team to deeply understand their needs, providing honest and transparent insights into the product’s capabilities. Beyond the initial evaluation, I continued to support their broader service transformation, offering strategic guidance across chat, messaging, field service, and customer experience processes.

Value: The engagement helped the organisation make an informed decision on their technology investment while fostering a long-term partnership built on trust. My advisory role ensured they could navigate both technology and process improvements with confidence, aligning their service strategy with business goals.

Challenge: The client’s customer voice platforms were outdated and became a barrier to achieving business value, hindering their ability to meet customer demands and drive operational efficiency.

Activity: Conducted a market scan, co-developed RFP requirements, and defined the short-term plan for procurement and business case generation activities. Additionally, co-created the high-level transformation strategy.

Value: By providing valuable insights into current and future vendor capabilities, the market scan enabled an informed platform selection. The RFP requirements and high-level transformation strategy laid the foundation for a seamless procurement process, setting the client up for improved customer service and operational efficiency.