My Approach

My five-step methodology is designed to support organisations at each stage of their journey to improve the security, experience and efficiency of their customer contact experiences with Voice Biometrics. It ensures that you get from bright idea to business benefit as quickly and effectively as possible.



Make the case

We rapidly build a shared understanding of your current security and customer experience using my proprietary frameworks and collaborative approach to size the opportunity and recommend the most appropriate solution. We use this evidence to develop the quantitative and qualitative case for change, gaining the necessary support from all of your stakeholders to progress.



Find the right solution

We refine the proposed solution to identify the critical requirements for vendor selection and internal teams. I support you in understanding the market for these technologies, interpreting different value propositions and ultimately selecting the most appropriate supplier of the core technology. I work with your teams to elaborate on the organisational, technological and cultural implications of intelligent authentication, which enables the detailed planning required to refine the business case and commitment to invest.



Accelerate key decisions

Through my customer-centred design process, we work collaboratively with all your stakeholders to rapidly agree on the primary customer journeys whilst avoiding distractions to ensure a clear vision of what the solution will look and feel like for customers and colleagues. We define any changes required for more complex cases and mitigate any vulnerabilities through further iterations. My proprietary simulation tools support the process to ensure facts rather than opinions drive decisions.



Maximise impact

Whilst assuring vendor and technology teams stay true to the vision, I support your operations, training, communications and marketing professionals to maximise customer adoption and internal acceptance. In parallel, we continue to use simulation and collaborative methods to identify the most effective customer or business unit enablement sequence to maximise benefits and minimise operational impact. As you launch the new service, I will guide you in interpreting the results, optimising the solution and embedding the knowledge required to get the most out of your investment.



Maintain and grow impact

As the new service matures, I support you to grow the value of your investment by extending to new business areas, services and channels. I also help you maintain the integrity and performance of the existing service by identifying and embedding the capabilities required in your organisation.