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Management Team

Matthieu Caron

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Say hello to Matthieu Caron

Head of Consulting & Analytics | France

With strong strategy consulting and transformation program experiences, Matthieu has been leading significant CX change throughout his career

Matthieu is fully convinced that the most efficient change comes when companies are adopting a pragmatic change path regarding their stakes and resources everyone is fully engaged and when every stakeholder is fully engaged in delivering the vision and goals of the business. He is able to rapidly assimilate complex environments and strives for the very best project outcomes.

Experience

Analytics

Managed numerous improvement projects based on analytics capabilities’ activation, such as customer omnichannel reconciliation, debt collection or outbound campaigns performance improvements or predicting customer behaviours to increase operating model delivery performance

Operating model

Designed the operating model of an international Utilities company operating in the gas storage, transportation and distribution. Working directly with the board to align their strategic requirements with customer needs and business outcomes.

Transformation

Digital Programme Manager for an international water distribution firm, focused on designing and deploying their strategic roadmap to boost self care and significantly reduce their cost to delivery. The programme delivered benefits ranging between 10 to 20% in online account usages plus incoming call reduction

Management experience

Utilities

Senior consultant with wide ranging roles in transforming customer journeys and operating models plus in designing marketing & sales strategies of the main actors in an intense market deregulation environment.

Industrial

Programme manager responsible for delivering an operations improvement plan across major European markets. The programme delivered benefits ranging between 5% to 15% in process improvements plus skills transfer to internal teams in order to support further changes

Matt Ashford

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Say hello to Matt Ashford

Innovation Practice Director

A twenty-year journey of moving from doing things better, to doing them different​

An inspiring communicator, Matt’s passion has always been helping his clients to solve problems with ideas. He loves building teams’ creative capability, and experimenting with game-changing ideas to discover which ones will work​

Consulting experience

Breakthrough Thinking

Designing and implementing services that have enabled a range of client organisation to develop radical new solutions to intractable problems ​

Data Innovation

Leading a team of analytics consultants to create bespoke new AI products that have been deployed into multiple retailer clients​

Continuous Improvement

Implementing a greenfield CI and innovation program at Magic Circle law firm, delivering a tangible culture shift and £1m+ benefits

Management experience

Fleet Management

Business Excellence Leader at global fleet management business, transforming a failing change agenda into a focussed program with tangible outputs.

Telecoms

Head of Business Improvement at a large telecoms provider, creation and implementing a new operating model that used customer experience insight to break down internal silos.

Consumer Finance

Running change teams integrating new products into operations, and delivering cost transformation initiatives​.

Atif Rashid

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Say hello to Atif Rashid

Solutions Director

A specialist transformation practitioner with over 15 years industry experience working across multiple sectors in both client and supply side environments

Delivering multiple and often large-scale technology, transformation and business change programmes in numerous sectors including Business Process Outsourcing, Automotive, Travel, Leisure, Retail and Financial Services; Atif can provide strategic guidance and solution architecture, quickly understanding client requirements to enable the use of disruptive IT, Virtual and Digital solutions

Consulting experience

Strategic transformation

Leading strategic transformation programmes driven through disruptive technology and innovation. Monopolising existing tech and process landscape whilst complimenting this with cutting edge solutions.

Customer Management

Design, Build and delivery of Omni Channel contact platforms across FSGI, Retail, Airline and B2B sales sectors coupled with automation and digital AI while ensuring Client, customer personas and their experience are at the forefront of any design.

Analytics and Automation

Providing the thinking, design data harvesting, insights to build out triage, decision engine driven propensity models in the B2B technology space, increasing Long Tail revenue by $mm whilst building automation controls to prevent revenue leakage and increased partner / customer retention.

Management experience

Head of Operational Planning & Financial Control

Responsible for Scheduling, Forecasting, MI/Insights Analytics, Telephony, Digital Transformation, Budget and Business Strategy Planning, Programme and Project management, Financial Control and Fraud Prevention

Programme Director/ Management positions

Ranging from BPO and Automation to Financial Services and Banking clients.

Managed a large Contact Channel transformation team during Merger and migration of operations, sites, process, technology and contracts.

Vanessa Flather

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Say hello to Vanessa Flather

Managing Director | Retail & Travel

Vanessa’s expertise in data-driven transformation and strategic innovation has secured customer loyalty and delivered a multi-million pound return on investment.

With a deep expertise in retail strategy spanning brand, merchandising, multi-channel and customer analytics, Vanessa helps clients deliver sustainable change. Her collaborative approach to working brings together technical and subject-matter experts to pinpoint hidden issues and drive improvements.

Consulting experience

Operations performance

Leading a team of data scientists to provide visibility of true supplier and product cost, evidencing cost variance across identical products, and identifying £112m opportunities.

Strategy

Using data-driven insight to develop brand strategies which drive customer loyalty, sales and profitability with a multi-million pound return on investment.

Performance improvement

Delivering integrated programmes which test and scale solutions to business problems, providing business agility to face rapidly changing customer demands.

Management experience

PRGX Global, Inc.

Head of Advisory Services, UK & Europe, responsible for business development across the retail portfolio during their ‘start-up’ phase.

Capgemini Consulting

Principal, Consumer Products & Retail, leading teams on major projects including a multi-channel strategy which involved the integration of two businesses.

IBM Global Business Services

Senior Managing Consultant in Retail, delivering stream-lined business processes through organisation design and change management.

Dave Pattman

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Say hello to Dave Pattman

Managing Director | Customer Experience Practice

Dave has over 25 years of management experience across multiple sectors including FMCG, Financial Services and BPO.

Dave’s passion is helping clients to transform their customer experience through the innovative application of solutions that combine human experience (HX) with data and technology. His style is highly collaborative and inclusive with a particular skill in helping diverse teams to harness their creativity.

Consulting experience

Customer operations

Migrated the customer operation of a leading low-cost airline carrier to a new mutlilingual off-shore and near-shore solution, resulting in a simultaneous reduction in costs and improvement in customer experience and satisfaction.

Solution design

Enabling a UK General Insurance affinity brand to migrate from a broker model to an end-to-end solution improving margins, customer experience and renewal rates.

Transformation

Designed the transformation solution for a leading e-retail business, including the creation of a dedicated model office to design, test and scale service improvement initiatives across their live support and digital channels.

Management experience

Webhelp

Held a number of senior positions over 7 years including Director of client solutions, Director Global R&D and Director of Strategic Marketing.

Webhelp is one of the most innovative and disruptive players in its market and all of Dave’s roles have placed him at the forefront of their strategic growth initatives, both organic and M&A led.

Royal Bank of Scotland

Head of Customer Strategy for Retail Banking covering customer segmentation, voice of the customer programmes and marketing planning and effectiveness.

RBS Global R&D Proposition Development lead for projects across multiple divisions including Wealth Management, Retail Banking and Global Markets

Food & Beverages

A 14 year career in the drinks industry with Courage Brewing and Scottish & Newcastle. Management positions held include regional sales management, B2B marketing, brand marketing  and NPD

Dafydd Hobbs

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Say hello to Dafydd Hobbs

Key Account Director

17 years of experience working with the operations of large, multi-national organisations across sectors including Financial Services, public sector and outsourcing

Dafydd brings significant experience in combining the use of technology enablers with people development to drive long lasting, value driven business change. His dynamic but collaborative stakeholder focussed approach enables him to manage complex relationships across regional and supply chain boundaries

Consulting experience

Operational improvement

Led a program across the UK, US, India and Singapore for a global bank. The program Included both captive and outsourced operations providing data insights in order to drive efficiency improvements, right-sizing with vendors and Transformation (RPA, and process re-engineering), delivering over $10m in benefits.

Technology enablement

Designed and led a technology enabler program with a manufacturing firm across Malaysia, Romania and Costa Rica, to ensure consistent cross-regional ways of working and leveraging economies of scale, reducing headcount by 13% A workstream to develop internal ‘self-install’ capability resulted in the development of a global Centre of Excellence.

Operating model

Enabled a Life & Pensions outsourcer to manage new contractual terms in a multi-client environment through implementing a new operating model. This model enabled cross-client load balancing to meet dynamic demand profiles.

Capacity management

Digitised the capacity management practices within India of a large insurance broker. The program was specifically designed to augment a successful operational improvement program, creating additional improvements in capacity of over 10%.

Change programmes

Led challenging tri-partite technology change program with an international investment bank and their key outsource provider. The program included managing contractual dynamics between all parties and integrating the solution into both organisations 19-20 digital strategy.

Operations alignment

Managed operational/front line impact of change when technology was used to optimise allocation of emergency services staff to serious incidents.

Management experience

ActiveOps Ltd.

Strategic Accounts Director, responsible for leading multi-national digital operations management engagements with global organisations.

South Wales Police

Multiple operational management roles, including critical incident management, serious crime investigation, specialist interviewing strategies and technology change management.