The Knowledge Group is a new disruptive sourcing firm that uses analytics, machine learning and technology to predict and implement the best sourcing model for customer experience solutions. Built on many years of experience in the sector and using the emergence of gig-cx to take out the complexity of sourcing, building and running CX operations.

Consultancy Pool & OC are a partnership which has established a boutique consultancy specialising in complex CEX and BPO transformation. Our associates, drawn from our network and partnering firms, are carefully chosen, highly experienced, director level or senior practitioner individuals with many years running and designing customer management operations, benchmarking and channel optimisation programmes. We as a group have supported some of the most respected outsourcing advisory firms, procuring or mediating on major private and public sector contracts in CEX and BPO across Europe and internationally. The partnership was established to provide thought-leading content to support clients with large-scale transformational programmes. Our work is always evidence based and backed by robust and detailed analysis. We provide a clear outline of the financial benefits that our clients can expect to gain through implementation. In this way we provide a clear business case for change, innovation and restructure.Our services include: • Consulting and advisory support for customer management strategy, service, sales and digital transformation programmes• Benchmarking and commercial analytics• Outsourcing procurement, mediation, partnering strategies and engagement• Operational, commercial and financial audits and reviews• HR strategy and talent development• Interim leadership and management resourceWe operates an Associate model allowing us to more closely align resources to each client’s particular requirements. We are actively engaged on several projects across a number of sectors including Financial Services, Travel, Banking, Telecommunications, Utilities and Retail.

Leading the strategic growth ambitions of Maistro Group.

gobeyond "It’s people who matter, Customers who help shape the products and services you provide. Colleagues who make the difference between good customer service, and a great experience"We adopted a human-experience or HX based approach in helping organisations deliver truly outstanding, holistic business performance from all aspects of customers and prospects to colleagues and clients.• Led the initial creation of a disruptive consulting model, developing the strategy, service and employee value proposition with a 5 year business plan. • Secured private equity investment in 2017 and established the business with 12 employees.• Steered the international expansion, developing capabilities across 6 countries in 2 continents. • Achieved substantial growth within 2 years, creating a robust, commercial hub in the heart of Yorkshire.• Revenue growth from £4m to £40m in 2 years, employee levels from 12 to 400, with 5 fold growth in EV over the same period.• Exited gobeyond in 2019 after selling to a new investor.

I led the development of the sales functions, by driving innovative solutions and bridging the gap between businesses and customers, governments and citizens.• Negotiated and secured the company’s largest private sector new business win.• Delivered a new, cutting edge digital transformational strategy launching the business into new market sectors.• Shaped the growth strategy for existing clients within Capita’s largest division, Capita Customer Management.

Guided the business at Board level, adding a more rigorous commercial focus to key strategic initiatives. • Advised the Board on a new 5-year strategy, identifying new sectors, markets, and development opportunities.• Led the merger of all the sales functions for the Ventura business. • Secured a contract with the 1st Retail Banking client, Lloyds Banking Group.

Managed major strategic projects within Next Directory, Warehousing and Distribution. Reporting directly to the Group Operations Director, my role was to co-ordinate senior managers from around the business to deliver strategic programmes of work that increased revenues and reduced costs for Next.• Set-up new division within Warehousing and Distribution that sold spare capacity to the logistics and retail market. This included creating a business plan, recruiting a sales team and engaging the wider business in supporting commercial and client interaction.• The new division generated over £7m revenue in year 1 and £12m in year 2 for Next Group, contributing 50% to overheads.• Sourced a partner that allowed Next Directory to enter the Mobile shopping market within 8 weeks, including financial business case.• Programme managed several major organisation design changes to restructure a division of Next Plc.

Accountable for a cross-functional team who’s objective was to migrate contact centre services for Volkswagen Group from 14 existing suppliers, in 9 locations into one Ventura location. Functions reporting to myself included Operations (employing over 500 people), Quality and Business Insight, resource planning, IT, Project Management, Commercial and Sales.

Responsible for creating strategic new business planning solutions to support the acquisition of new clients and working with Senior Managers to re-engineer processes across the business. Also accountable for the entire business and client change management functions, leading all major organisational change programmes.

Management ConsultantConsulted within the Pension Service for 18 months on commercial management within a contact centre environment.