UK Insurance Company: Improved customer experience, reduced complaints, and increased satisfaction by mapping customer journeys and quantifying outcomes.

UK Challenger Bank: Established environments to enhance CX and business performance by reviewing processes, developing CX focus, and building business cases.

Major Public Sector Infrastructure Owner: Identified change capability and barriers, determined requirements for delivering change.

UK Charity: Mapped recruitment, onboarding, and management processes to improve service and efficiency. Replicated approach for 10 critical processes.

Major UK Bank: Improved customer retention and engagement, leading to stock growth and performance improvement by focusing on CX.

Global Insurance Company: Developed segmentation methodologies to improve acquisition campaigns and reduce churn, gaining a competitive advantage in the US.

Major UK Bank: Enhanced call center operations and achieved culture change by improving processes and focusing on CX.

US Insurer: Developed marketing approach, key sales messages, and engagement strategies for a European Division product.

UK Government Funded Charity: Conducted workshops to provide management with tools and insights for better performance.