Airline logistics · programme remediation
Agentic programme remediation
Automation and AI deployed to reduce the cost of outsourced commercial management functions and increase revenue from charge application, against a target of approximately £12m of annual benefits.
The programme was running £250k over budget when our founder, then account director across three operating companies, took personal charge of it. That meant changes to the analysis and development resource, renewed stakeholder management, and a re-baselined plan agreed with the client, then eight months leading delivery through to the capstone workstreams.
Expected benefits realised 95%
Workstreams delivered 8 / 11
Result: successful delivery across the eight most valuable workstreams of eleven, realising 95% of expected benefits.
Contact centre outsourcing · AI delivery
Voice transcription and AI-generated quality analysis
Introduction of voice transcription and AI-generated analysis for compliance and training, alongside roll-out of a new training platform, across approximately 40,000 agents globally.
Joined near the end of the analysis phase and moved quickly to limit scope and realign senior stakeholders around a programme that could actually be delivered. Eleven months of delivery through Covid with a distributed team of analysts, consultants and developers, maintaining C-level and regional alignment throughout.
Regions with measured gains 4 / 5
Result: more than $8m in annual benefits, with measured quality improvements across four of five regions and secondary gains in client reputation.
Airline · centre of excellence
Building a data, automation and AI CoE
Established and built out, over three years, a centre of excellence spanning data, automation, agentic and AI capability, serving multiple operating companies within a large full-service airline.
Result: a permanent internal capability rather than a dependency on external delivery.
FMCG · marketing optimisation
Data science and automation in marketing operations
Data science, automation and AI deployed to improve marketing operations for a UK FMCG leader.
Result: annual in-store spend reduced by more than £4m.
Travel · agentic AI
Agentic crisis management
An agentic solution designed and deployed to support holidaymakers during crisis incidents for a global travel brand — a use case where response time and accuracy both carry real consequences.