Approx 50-70% of Transformation projects ‘fail’. The project fails to hit the ROI, customer satisfaction (CSAT) scores, or efficiency gains promised in the original business case. This is rarely an issue with the technology itself. Projects splutter and stall and become hugely elongated and loose momentum – because not enough had been done upfront to understand the other critical pillars of People, Process – and to then align the Technology. 

Regardless of the size of your business, it is essential that the discovery and design phases are conducted before any technology is updated or replaced with AI. 

Welcome to genuine Human Centric Design. I balance my deep technology expertise with accreditation and certification in both Customer Experience (CX)  and Emotional Intelligence (EQ). These all together lead to faster business outcomes, higher adoption of technology, greater operational resilience and performance. 

Human Centric Experience will lead to: 

• Elevated revenue streams;
• Accelerated growth rates;
• Enhanced levels of customer satisfaction.

Our 4 Phase Approach can be implemented either comprehensively from inception to conclusion or utilised to augment an existing project, whether it is in the conceptual stage, under peer discussion, or currently in progress but requiring additional support and structure. Furthermore, our model is circular, as your CX Transformation never ends. We believe in personalised, predictive and purposeful Customer Success methods which we can embed into your organisation via our Fractional engagements.  

With over 30 years working in CX  / Contact Centre tech transformation we can also guide you on vendor selection in this crowded AI world, having worked in Senior roles within Zendesk, Pega, NICE and Cisco.