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 | 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 | Sep 19, 2023 | Case Studies, Customer Transformation
Customer Journey Transformation Strengthens Regulatory Confidence £50bn UK financial services organisation Delivered six complete customerjourneys covering 40 variants,creating a comprehensive, datadriven view of customer experience Strengthened regulatory... 
by Emma Bickerton | Jul 8, 2023 | Case Studies, Customer Transformation
Driving Cultural Change to Build Engagement and Capability Across a National Utility Workforce Delivering a structured behavioural transformation to strengthen leadership capability, raise morale, and enhance team performance. Results and Outcomes Improved Engagement...