Work
Recent engagements: what was going on, what we did, and what changed for the team.
Netflix
Hands-on AI workshops for Customer Service teams in Latin America and the US and Canada, after first running them internally for the EMEA team. 90% of participants would recommend them.
AI workshops and enablement
Global travel marketplace
An embedded review of how a CS org in 100+ countries forecasts, plans capacity, schedules and runs real-time operations. It ended with a roadmap where every next step has its own business case.
Fractional operator - 16 hrs/week
One live view of every support queue, built from several data sources and posted to Slack every four hours, so the team can move work before queues back up.
On-demand build partner
Helping the People team of a global travel marketplace turn company-wide AI audits into decisions, and shape how employees build their AI skills.
Fractional partner to the AI enablement team
Global sports platform
Measuring where a CX team stood with AI, then running a hands-on workshop on their own customer data.
AI readiness diagnostic and workshop
