by SS_DD | Sep 16, 2026 | Case Studies, Commercial/Cost Optimisation, Cost Transformation, Customer Transformation, Financial Services
BA Operating Model Redesign Reduces Costs by 20% Results Reduced costs by 20%, equating to £70,000 per month. Created projected annual savings of £500,000, following recruitment. Introduced a scalable Business Analysis structure aligned more closely to business... by Emma Bickerton | Jan 24, 2025 | Articles, Commercial/Cost Optimisation, Cost Transformation, Customer Transformation, Insights
CONSUMER DUTY: A GAME-CHANGER OR JUST ANOTHER BOX TO TICK? THE INTRODUCTION OF CONSUMER DUTY SENT RIPPLES THROUGH THE FINANCIAL SERVICES INDUSTRY BY REDEFINING WHAT IT MEANS TO TRULY SERVE YOUR CUSTOMERS. With mounting pressure from the regulator and growing scrutiny... 
by Emma Bickerton | May 8, 2024 | Articles, Customer Transformation, Design & Architecture
ARTICLE: Mastering the Art of Customer Journeys “Creating a great customer journey is a bit like making a cake. You have to bring the right ingredients together; it’s about the people, the process and the system all working together. I love the challenge of... 
by Emma Bickerton | Apr 11, 2024 | Articles, Customer Transformation, Design & Architecture
ARTICLE: Mastering the Art of Customer Journeys Customer journeys are at the heart of great customer experience. In this article, we share some thoughts about why they are so critical and where to start. Part 1: Rethinking the customer journeY Why Are Customer... 
by Emma Bickerton | Feb 8, 2024 | Business Transformation, Case Studies, Cost Transformation, Customer Transformation, Strategic Transformation, Technology Transformation
Global Supply Chain Programme Cuts Implementation Time by > 50% Results Implementation time reduced from 50 weeks to 19 weeks, delivering a reduction of more than 50 percent across rollout sites. Significant cost savings achieved through earlier realisation of... 
by Emma Bickerton | Oct 25, 2023 | Articles, Customer Transformation, Design & Architecture
BLOG: ENHANCING THE CUSTOMER EXPERIENCE – A CROSS FUNCTIONAL APPROACH Understanding and improving the customer experience is essential for businesses in today’s competitive landscape. However, this can be challenging, as customer journeys typically...