I have the last 10 years been helping companies generating customer insight from their data and ensuring the development and implementation of operational and strategic changes across business lines or geographical areas.
I specialise in taking a holistic and data driven approach to business development and therefore been involved in varies strategic change programs such as:
- Restructure contact centres to improve customer experience
- Change and implement KPI measurement systems taking a customer centric approach
- Re-structure sales organisations in order to leverage cross-channel sector knowledge
- Develop operating models optimising people, process and technologies within or across business areas
- Develop employee incentive programmes based on customer feedback