intuitive digital
frictionless automation
contextual service
Working at the intersection of digital experience, smart automation and contextual human service to maximise the total customer experience.
Helping brands find the
service experience sweet spot
Service is central to experience
Service is a critical part of overall customer experience and underpins the relationship that consumers have with brands. Whilst service is often perceived as an add-on or a mechanism to rectify failure, it is an integral part of almost all products .
Right service model for your customers at the right operating cost
Digital Service Works draws on decades of experience in service industries with a purpose to help companies find the right service models to meet customer expectation at an appropriate cost base for the enterprise.
​From budget to luxury
Reaching the Service Sweet Spot is achievable for any brand, whether it operates in a low-cost budget environment or targets UHNW clients with a best-in-class luxury offering. In either case, digital capabilities form an expected and integral part of modern service delivery today.
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Intertwining digital experience with human service
It is the combined impact of intuitive digital interaction, frictionless automation and contextual human service that make up the overall customer experience by which a brand is judged.​ Hitting the Service Experience Sweet Spot builds long-term customer value and loyalty that punch above their weight. Products evolve, prices change but service lasts a lifetime.
Recent domain experience across
digital technology & service delivery
Omni-Channel
Definition & delivery of integrated contact channel strategy across voice, messaging, IVR, AI chat bot and live chat to deliver seamless & contextual customer hand off including: web to chat, voice to messaging, live-chat to voice, web to voice. A recently implemented strategy resulted in a shift of 20% customer interactions from voice to digital in under 24 months.
Service Design
Adopting service design modelling to create segmented customer service promise. Development of service blueprints and build out of teams across luxury, mainstream, loyalty, sales and customer care. Align with brand standards to define service standards across spectrum of digital and human touchpoints.
Contact Center
Defined and executed strategy for future of work contact centre. Transitioned to permanent work from home capability & moved core technology capabilities to cloud, with hub/spoke model for training, rostering and engagement. Created operating model to support remote software and hardware computing and telephony. Realised multi-$m savings through reduction of fixed infrastructure.
Digital
Experience
Development of global digital commerce, loyalty and customer service experiences for luxury & mainstream brands. Optimised commercial performance including look to buy, average cart size and acquisition rates. Localised for key markets and integrated with local eCommerce and social channels.
Flexible engagement approach
directly or with preferred partners
Consulting
Commercial, digital & service strategy consulting assignments with deep experience working at CEO and executive committee level. Comfortable working with in-house teams or will bring on experienced supporting skills and capacity.
Interim
Hit the ground running in functional leadership, digital, and commercial roles in transformation or turn-around scenarios. Repeated experience running large scale multi-country operations. Hiring/back-fill support.
Advisory
Independent non-exec advisory with focus on digital, customer service, distribution and business model assessment. Deep experience with business/value case development and extensive knowledge of global travel & hospitality industry.
Partnering
Supporting partners with outcome-based expansion and business model development opportunities. Support market entry & growth in new geographies, leveraging 20+ years experience and contacts working across Europe, USA and Asia
Experience
Jamie Cole
Managing Director
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Jamie Cole is a globally astute senior leader with deep product, digital and service delivery experience at major consumer brands in complex multi-site businesses.
He has a proven track record delivering major innovation and customer experience programmes in Europe, USA and Asia and multi-$Bn P&L experience leading high-growth digital consumer businesses.
Jamie challenges convention, is highly innovative & tech-savvy with experience working at executive level in large FTSE 100 corporations and start-up companies alike.
Jamie most recently was SVP Global Channels & Business Transformation Lead at IHG Hotels & Resorts. In this role, he was the business unit leader for large global function delivering digital web & mobile solutions, managing service delivery from a 4000 colleague call centre operation.
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Previously, Jamie led the global digital experience, marketing and product in a top-end luxury environment for Mandarin Oriental Hotel Group and prior to that, has delivered multiple digital, technology and experience solutions for a number of global household consumer travel & hospitality brands.
Get in touch
Phone:
+44 (0)20 31374334
Email:
Location:
UK base with global travel flexibility
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