Silviu Paraoan

Silviu Paraoan

Silviu Paraoan

Senior Consultant

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+44 (0)2074092857

I am a Senior Consultant with experience across the Financial Services, Software and Healthcare sectors. My expertise lies in strategy definition and implementation as well as delivering large scale transformation, strategic initiatives, regulatory and operational efficiency solutions.

I am comfortable working in both traditional and agile methodologies and managing teams in an inclusive and collaborative manner.

I am a Chartered Alternative Investment Analyst and hold a BA (Hons) in Economics and Management from Christ Church, Oxford, as well as a Certificate in Business Accounting from the Chartered Institute of Management Accountants.

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diane tibbles

Diane Tibbles

diane tibbles

Marketing Manager

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+44 (0)7874 670958

A highly motivated and driven CIM qualified senior marketeer with over 20 years’ experience, I’ve built my career in a variety of industries in both stand-alone, managerial and consultative positions. 

I am confident, tenacious and adaptable with a proven track record for delivering first-class marketing management and stakeholder satisfaction.  With skills and experience that cover all areas of marketing, I have a solid reputation as a visionary problem-solver and creative tactician to deliver marketing strategies and positively implement direction and change.  An excellent communicator and leader recognised for building, leading and training high performing teams.

I love to read; I am a hoarder of information, which feeds my thirst for learning, ensuring that if I don’t know the immediate answer, I will make it my mission to find it.

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digital customer experience

Creating a strong operating model in the digital age

10th December 2020

In our latest blog post relating to Intelligent CX, Curzon Associate Partner Rachna Trehan explores how to start creating a strong operating model in the digital age.

It is undeniable that we are deep in the ‘digital age’, or even the ‘post-digital age’. Different organisations are still at different levels of digital maturity and have shown a remarkable capability to change.

I think we can also agree that “Customer Needs” have changed. Browsing, selecting, influencing, engaging, buying, renewing… these all have new meanings which organisations are responding (some leading the way) to keep up with.

So, let’s take this argument further. How do we ensure organisations are set up to adapt to change rather than react to it? Whether it’s technology advances, changing customer needs or business continuity, they need to be agile and flexible.

The answers lie in transforming your operating models.

Four pointers to help you start to create a strong operating model in the digital age

Here are four pointers that we recommend in the sales and service space:

Build Agile Delivery Cells

  • Create Change cells around customer journeys that move fast, drive change, engage different talents and build an AGILE mindset.
  • Build flexible organisational structures enabling the growth and deployment of change cells.
  • Focus on outcomes, not outputs, in every part of the organisation. Change your metrics, incentives, and culture to be customer outcomes focussed.
  • Build processes / journeys with Systems and Design Thinking but with an agile mindset.
  • Collaborate with customers… before finalising products, journeys, metrics, operating models.

Focus on building platforms, not just software solutions

  • Build or transition to cloud-based platforms and collaborative solutions.
  • Ensure service designs are accurately reflected through the systems, and deliver the desired outcome.
  • Think end-to-end connectivity across customer journeys and potentially across the value chain.

Keep your employees happy

  • Happy employees are motivated to work with agility, create happier customers and generate more revenue.
  • Employee Happiness is actually a measure – there are ways to make it tangible, and track impact on the top/bottom line.
  • Invest in your people – Train them to “add value” to the customers / company. Having high quality human conversations can actually be a differentiator.
  • Flexibility in resourcing and ways of working – “physical boundaries” and “typical employee profiles” are a thing of the past. The world is your oyster. AI powered WFM solutions can take the pain away.

Focus on Customer Engagement

  • Get customers to engage with your products, journeys and people.
  • Learn from these engagements and improve the happiness quotient around them.
  • Spread the word within your organisation – Sales, Loyalty, Up/Cross Sales all depend on customer engagement.

Get in touch

These four areas will help you start your journey towards creating a strong operating model in the digital age.

Curzon provides the experience to prepare our clients for the future and deliver tangible results. See you on this exciting journey.

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