The Hidden Cost of Workarounds in Every Transformation
The Hidden Cost of Workarounds in Every Transformation I’ve been through a few transformation programs over the years. New billing platforms, CRMs, automation, AI. The technology keeps changing. One thing never does. The workaround nobody wrote down A new starter leans across the desk, watching an experienced colleague click through three extra screens to clear […]
The Missing Executive Around the Transformation Table
The Missing Executive Around the Transformation Table Every transformation has an Executive Sponsor. Most have a Program Director, a PMO and consulting partners. One key executive may still be missing. Warning: this piece may annoy transformation leaders, whether in IT, Business or Consulting. And maybe a few executives and Boards. It’s meant to. Two ways […]
The Transformation Isn’t Over on Go-Live Day
The Transformation Isn’t Over on Go-Live Day Cleaning up my garage on the weekend, I came across a memento from a billing system transformation in an energy utility nearly twenty years ago. Just one of many technology and business transformations I’ve been involved in across utilities, telecommunications, health insurance, health and BPOs. One thing leading […]
I Believe in Transformations
I Believe in Transformations When people ask about my career, they often assume I deliberately chose customer operations and transformation. The truth is quite different. I fell into call centres by default.As a Science Museum specialist migrating to Australia in early 2000, a contact centre role was simply the opportunity available to me. I took […]
What’s Next for BPOs in Energy Retail?
What’s Next for BPOs in Energy Retail? BPOs have arguably played a salient role in lowering energy costs for customers. Most retailers in Australia’s competitive markets have outsourced—and many have offshored—key functions, with cost arbitrage contributing to sharper pricing. However, there is an emerging challenge for BPOs not just to contribute but also remain relevant […]
Every Contact Is a Strategic Advantage—If You Let It Be
Every Contact Is a Strategic Advantage—If You Let It Be If you’re a COO, every decision you make balances cost, risk, and experience. And nowhere is that tension more visible than in the contact centre operation. Some years ago, I ran an operation where every contact generated revenue.It was fast, human, accurate—and profitable. But what […]
The past five years have reshaped Customer Experience (CX) more profoundly than any transformation program could.
The past five years have reshaped Customer Experience (CX) more profoundly than any transformation program could. COVID-19, the energy crisis, and the rising cost of living have forced a fundamental reprioritisation—by customers, regulators, and boards alike. In the energy sector, the shift has been seismic. We’re seeing it reflected clearly in contact centre volumes, complaint […]
Monetise the Second
Monetise the Second A few years ago, I led operations for the voice and text channel for a business offering directory assistance—white pages, yellow pages, and broader internet info. Customers paid $2 per call and $1.29 for a direct connection to the business or contact they were seeking. Calls were answered within 10 seconds—24/7, rain, […]
Tech-first. CX-first. Compliance-first…
Tech-first. CX-first. Compliance-first… What if the starting point was actually cost-optimisation—as a lens to enable all three? In most organisation conversations, cost isn’t always the headline.But it’s nearly always the driver—even when wrapped in transformation or customer rhetoric.Growth, revenue, market share, compliance, brand—each hinges on whether an initiative can deliver value for investment.And yet, cost […]
Why Operations Need More Than Just Transformation—They Need Optimisation
Why Operations Need More Than Just Transformation—They Need Optimisation Technology transformations are everywhere—necessitated by cost pressures, CX and compliance demands, and the rise of AI-driven efficiencies across the value chain. It’s an exciting time for innovation, but with all transformations come nervous times as well. The question that’s often missed in the drive for tech-first […]