Dawn Wortley

Custerian

Clients particularly value our pragmatic practitioner led approach as we empower your people to get more of the right stuff done. We work with your team to innovate & improve process, functions, organisations and the individuals themselves - and equip them to sustain that improvement by applying the experience we gained as functional directors, which we have translated into tried & tested tools and techniques, that we share and imbed as part of the solutions we deliver. Our approach is be part of the team, personable and easy to deal with at all levels as we create sustainable outcomes, delivered with the flexibility to overcome the challenges of real business life. Sustainable solutions delivered enabled by our experience: - Cost to serve modelling & improvement including full target operating model revision - Extensive high volume service improvement including site strategy, workforce force optimisation - Digital service strategy to bring all of the colleague & supply chain into multi-channel service delivery - Local government resident & partner service improvement - Operationally standing up a 400 seat contact centre including full time senior operational Colleagues - Creating and aligned Customer Experience Strategy to deliver strategic vision in a utility company - Full service transformation for a global financial service organisation - People culture and transition into ways of working for a utility business - CRM selection and implementation for a number of organisations - Full business intelligence tools and capability assessment, section and implementation - Outsourcing support up to selection and transition management - Multiple CX driven projects looking at improving colleague & customer journeys - Using Innovation (design thinking) to deliver new products and services - Providing skilled Custerian embedded colleagues working as SME's full time in clients - Solving significant business OPEX challenges (£100m +) through full operating model changes