Results
Results, by sector
Client names stay private. These are results from programmes I led, described by sector and situation, with financial results measured and reported with Finance.
AI in practice
From pilot to daily use
Food services · 600+ sites
£6.5m additional annual revenue from pricing insight
AI-powered pricing insight put into day-to-day commercial operation. Outcome: revenue and margin. Pattern: prediction and optimisation.
Food services · 600+ sites
From 25 superusers to 200+ regular Copilot users
Adoption built through a core of superusers, training, workshops and support, rather than a licence roll-out. Outcome: efficiency and capacity. Pattern: assistant.
B2B technology distribution · pan-European
An AI delivery-update bot moved from prototype to production
Real-time delivery updates, answering one of the most common questions in a B2B journey without a call or an email. Outcome: speed and responsiveness.
B2B technology distribution · PE-backed
A three-year Data and AI strategy and target operating model
A maturity assessment that became the strategy: trust first, then repeatable services, then AI at scale, with a scorecard for every phase.
Journeys fixed from the front line
Three problems, solved where customers feel them
Food services
Complaints into a roadmap
Challenge. A flagship site kept complaining about a long-established ordering service.
Approach. I used the journey myself, watched customers and the flow of service, then ran an open session with the site team, Product and Data.
Outcome. Fixes and clear commitments agreed, then the approach rolled out across 100+ locations.
Fashion retail
Stores versus digital
Challenge. Click-and-collect and returns were causing friction between stores and ecommerce.
Approach. I worked in stores and ran workshops with every discipline to define the best customer journey.
Outcome. The debate moved from channel ownership to shared outcomes, and returns processing time fell by 25%.
Specialist retail
A promise the operation couldn’t keep
Challenge. Next-day delivery of oversized items kept failing, and complaints kept coming.
Approach. I treated it as a proposition problem, not a warehouse one, and redesigned it with the warehouse team.
Outcome. Fulfilment losses down 17%; click-and-collect up from 17% to 23% of orders.
Transformation results
Measured, and reported with Finance
$11m
annualised savings
Enterprise software: platforms and 100+ engineers brought into one delivery model after an acquisition, with customer service protected
£4.5m
operating cost removed
PE-backed travel technology: digital self-service up from 77% to 91%
£21m
incremental digital revenue
Fashion retail: app-first, personalisation and urgency initiatives
+12 pts
NPS in six months
Regulated insurance: an enterprise customer experience discipline built
40,000+
customers served virtually
Showroom-led retail: a virtual design service launched when Covid closed stores
£300k+
annual platform cost removed
B2B technology distribution: while data governance got stronger
Expertise
Across AI, data, digital and product
AI leads, but it rarely works alone. Most of the value comes from combining it with better journeys, cleaner data and products people want to use.
AI
- Maturity assessments and roadmaps
- Use-case prioritisation
- Governance, risk and control
- Adoption, including Copilot
£6.5m additional annual revenue from AI-powered pricing insight
Data
- Data and AI strategy
- Ownership, quality and governance
- Platform cost and lineage
- MI and customer insight
£300k+ annual platform cost removed while governance got stronger
Digital and CX
- App and ecommerce growth
- Omnichannel journeys
- Self-service and cost to serve
- Testing and optimisation
£21m incremental digital revenue from an app-first retail programme
Product
- Product strategy and roadmaps
- Product operating models
- Marketplaces and B2B platforms
- Coaching product managers
One roadmap across ordering, kiosks, POS and back office for 600+ sites
Sectors
Retail, travel, financial services, enterprise software, food services and technology distribution.
Situations
PE-backed, post-acquisition, high-growth, regulated, multi-site and pan-European.