EY: packaged CX expertise into offers any partner could sell

Client

EY UKI

Sector

Professional services

Period

August 2022 to March 2024

Role

CX Solution Lead and GenAI Practice Lead, EY UKI

Work

Other projects

Consultants' hands interacting with a glowing data visualisation on a touch table

EY: turned a GenAI point of view into offers partners could sell

EY needed its GenAI capability shaped into something partners could sell. I led the working group that packaged it into a Centre of Enablement, with fixed offers from a first conversation to a full build.

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A man in glasses at a desk in a dark office, a screen reflected in his lenses, colleagues working at their monitors behind him.

EY: designed the study that tested Copilot before a wider rollout

The firm had committed to a large Copilot purchase with no evidence from its own people. I designed the evaluation study that gave leadership a validated return before the wider rollout.

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BT Enterprise leaders in Belfast's Security Operations Centre, analysts working at screens behind them

BT Enterprise: wrote the operating manual for its CX team

BT Enterprise needed its customer experience team brought into the work earlier. I wrote the operating manual that sets out who owns each stage and where sign-off happens, and handed it to the team to run.

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