Cambridge Management Consulting

Any effective Change Management strategy requires detailed and comprehensive planning to ensure a smooth and streamlined delivery. This involves a thorough analysis of the project leadership landscape, timelines, milestones, and key performance indicators, to minimise disruption and promote adaptability.

In the third article in our Change Management series, Daniel Fitzsimmons goes into further detail on this stage and the different steps to carrying it out productively and proactively.

Read the full article here: https://smpl.is/8p79x

FEBRUARY PARTNER SPOTLIGHT - PHIL LAWS

As an Associate Partner for telecommunications, Phil Laws has significant experience in product development from concept to launch, technology trialling, and delivering large programmes of work. He is an expert on the PSTN shutdown and exchange closure (copper to fibre), FTTP design and rollout, and FTTC technology.

ABOUT PHIL

Phil started his career in 1980 as an apprentice with what was to become British Telecom. Following a successful apprenticeship, Phil was sponsored by BT to attend university studying Electronic Communications.

Upon completing his degree, Phil transferred to London and worked on the Intelligent Network project, working through design, business case, procurement and launch of the network platform to support Number Translation (0800, 0345) services.

Phil first moved into Product Development with a move into the FeatureNet VPN team, launching various call centre product enhancements, notably receiving an award for supporting the first ever Sky pay-per-view boxing event (Bruno vs Tyson).

With this success, Phil moved into the emerging Broadband team, developing and trialling the first VDSL (FTTC) technology and related multi-service product (Voice, Video, Data).

Phil then moved away from product development when he was asked to set up and run the Programme Office for BT Group’s wholesale product unit. A notable success was reducing time-to-market for new products by 10% through process re-engineering and a fail-fast approach.

Phil subsequently moved to Openreach, where he initiated the FTTP Programme, firstly at new sites and then for existing housing. He led all aspects of the programme, including technical trialling, product development and launch, industry consultation and regulation, before handing over to operational teams to scale across the UK. During this time, Phil launched the UK’s first wholesale FTTP product offering in Ebbsfleet.

Phil’s final role in Openreach was to lead on WLR (Landlines, ISDN2 & ISDN30) withdrawal, also known as the PSTN shutdown. Phil led on aspects of the industry consultation, trial site selection, and set up Openreach’s industry engagement function – whose goal was to ensure that all users of WLR products are aware of the project and to make alternate plans following the products withdrawal at the end of 2025. Engagement was across all sectors from the vulnerable (through the likes of Age UK) up to Critical National Infrastructure organisations and government departments.

During this period a related project was set up ‘Exchange exit’, where BT Group plans to close around 4500 of its ~5500 exchanges. This project is wide ranging as it affects all products currently operational or available at an impacted exchange, and Phil was responsible for the trial industry consultation.

Awareness of the PSTN shutdown and exchange exit is not as wide-ranging as it ought to be across businesses and the public sector. Phil joined Cambridge Management Consulting to work on a wide range of Business Transformation projects but also to inform and help organisations assess risk and create plans ahead of the stop-sell dates and 2025 deadline. In all of Phil’s discussions to date, not a single organisation has been fully aware of both how the PSTN switch-off will impact them or the opportunities and projects that it will bring—and these are specific developments that Phil is equipped to advise and provide insight on. Please get in touch if you would like more information or access to Phil’s expertise in this area.

Please message us if you have any questions for Phil or need help creating a plan for the 2025 PSTN shutdown.

In a continent where vibrant cultures intersect with burgeoning economies, a profound transformation is underway – one that holds the promise of reshaping its future.

In this new article from Elia Tsouros, we unpack how financial inclusion is at the heart of Africa's transformation. In driving these changes, the future promises opportunity, empowerment, and shared prosperity, something we are all invested in at Cambridge Management Consulting.

Read the full article now: https://smpl.is/8ovko

Our head of Digital Security, John Madelin, a distinguished and renowned cyber security expert who works with large corporations and governments around the world, has written an enlightening article about his security predictions for 2024.

John focusses on which technologies will have the most impact on security issues this year as well as broader trends, and then takes up the idea 'Crime will become more visible, at last' and addresses how the gulf between the Board and CISOs will no longer be tenable in 2024. He also talks about the difficult role of CISO, predicting that as many as 50% of CISOs may leave this year due to stress and dwindling budgets—as well as risks of being held personally liable for data breaches and cybercrime.

Read this fascinating article from an industry leader: https://smpl.is/8nr59

PRESS RELEASE - edenseven, one of the Cambridge Management Consulting group of companies, has signed a new deal with Iceland Foods, one of the UK's best-known supermarket chains.

This long-term agreement with edenseven will use their carbon reporting and management platform, cero.earth.

Built by edenseven's in-house software engineers, cero.earth is a cloud-based carbon accounting and management platform that provides a complete view of a business' emissions and decarbonisation plan. Monitoring emissions across all three scopes, cero.earth gives a business a clear understanding of its current position against net zero targets, creates insights to identify areas where action is required, and uses the reporting functionality to help meet regulatory requirements.

Read the full press release here: https://smpl.is/8nbaj

Find out more about cero.earth: https://smpl.is/8nbai

WELCOME TO PATRICK C. SHUTT – OUR NEWEST NON-EXECUTIVE ADVISOR

Patrick C. Shutt is an entrepreneur and well-respected technology and connectivity executive who has been highly successful throughout his 30-year career as a founder, CEO, and COO.

Among Patrick’s many business achievements is earning a recognition in the 2002 Deloitte & Touche Fast 500 Awards for co-founding the 5th fastest-growing company in the US, Universal Access.

Patrick has also succeeded in driving revenue as CEO for Global Capacity and later Unitas Global. Most recently, Patrick has co-founded Durham Black, a merchant bank which specialises in technology-enabled connectivity and SaaS businesses.

Joining Cambridge Management Consulting as a Non-executive Advisor, Patrick is well-equipped to support our expansion and global client base.

Duncan Clubb, Senior Partner for Cambridge Management Consulting and expert in Data Centres, Edge, and Cloud, will be speaking at Platform UK tomorrow in London.

Platform UK aims to bring together investors and leading voices across data centre businesses to discuss the investment outlook of the UK market and the current status of the fast moving data centre industry. Specifically, Duncan will be discussing the role of AI within this movement, in a fireside chat titled 'AI at the Edge'.

Also speaking on this panel will be Eric Topham, CEO and Co-Founder of OctaiPipe.

We hope to see you there.

Simon Vye, Senior Partner of Cambridge Management Consulting and expert in the telecoms and technology sectors, will be attending Capacity Middle East in Dubai next week.

The region's leading conference for digital infrastructure, Capacity Middle East brings together industry experts for three days of discussions on current topics, such as Network Transformation, Subsea, Data Centres, and more.

We hope to see you there.

Charles Orsel des Sagets, Managing Partner of Cambridge Management Consulting and expert in telecoms across EMEA, LATAM, and Asia, will be attending Capacity Middle East in Dubai next week.

During the conference, which brings together industry experts in discussions about the current topics in digital infrastructure, Charles will be moderating a fireside chat titled: 'Commercialising the next mobile money platform'. This will discuss the transition from blockchain to bitcoin and cryptocurrency, and regulatory challenges from central banks.

We hope to see you there.

We welcome the new year and share exciting news and highlights in our latest newsletter.

Read now: https://smpl.is/8l5z4

In this edition, Tim Passingham reflects on the achievements of 2023, emphasising a productive year and significant business growth, including our commitment to charitable work.

The momentum is already building in early 2024 with the inception of Change Management as a Service, spearheaded by Dan Fitzsimmons; and a Press Release announcing that Iceland Foods has signed up to track their decarbonisation with cero.earth—the in-house carbon accounting and management platform created by edenseven, our sustainability sister-company.

Cambridge MC's North American partners and subsea experts were at PTC 2024 in Hawaii this month, discussing further growth in the region and new subsea opportunities. Also, our involvement in techUK, a trade association which brings together significant voices across the industry, laid the groundwork for future partnerships.

And be sure to sign up for future editions delivered to your inbox: https://smpl.is/8l5z6

As our Senior Partner for Digital Procurement, Eric Green is a telecommunications expert with a background in product management, commercial network design, and telecoms procurement.

ABOUT ERIC

Eric’s career began in 1988 as a Cadet in the telecom forecasting department of OTC Australia. Since this initial role, he went on to occupy product management roles for Australian IDD and Audiotext, before transitioning into Carrier Relations (Procurement). During his time on the SITA/EQUANT team, Eric saw through the Y2K ‘standing watch’ from the rooftop of their office in Sydney (though thankfully little happened to the network).

Moving with SITA/EQUANT to the UK in 2000, Eric led their Carrier Relations team for EMEA, and subsequently moved to leading and re-structuring the telecommunications procurement teams and improving the digital procurement cost bases of C**T, AT&T, and LEVEL 3.

Following this, Eric pursued Procurement Consulting in 2015, supporting Liberty Global and IWG group with their digital procurement requirements before joining Cambridge Management Consulting as a consultant on projects with Bristol City Council, BP, and the University of Bristol.

During this time, he also co-founded The Carrier Club, one of the Cambridge MC group of companies, with his partner and Cambridge MC colleague, Nigel Meacham (a Managing Partner and expert in Digital Procurement). Through The Carrier Club, Eric and Nigel were able to establish a platform for procurement excellent, collaboration, and knowledge-sharing in the telecommunications industry.

WHAT OUR PROCUREMENT TEAM ARE CURRENTLY WORKING ON

Most recently Eric has been supporting the development and expansion of our Procurement-as-a-Service capability. This is focused on supporting clients that need to buy telecommunications products and services, but who lack the desired in-house resources, skills, or specialist knowledge; this could involve buying outside of their normal territories or venturing into new products to support their business. The team has been developed to support everything from day-to-day procurement support, to large scale RFP support, and have covered products as diverse as voice and broadband through to sea-cable IRUs and satellite requirements.

The Digital Procurement team is also busy running client projects focused on cost reduction, benchmarking, and the optimisation of telecoms estates.

Eric is also focused on our growing requirement to support business mergers in the telecommunications sector. This involves a two-tiered support model, assisting VCs and Buyers to run ‘intelligent’ due diligence of the potential for cost and operational synergies prior to M&A, as well as developing procurement strategies and programmes that help to quickly realise the expected synergy savings from these M&A activities (as well as managing the implementation of those programmes).

Digital Procurement is about streamlining the process of finding the most suitable technologies and procuring services from differing providers in various locations, and then looking to automate the costing and purchasing of those services. The current processes and manual work on multiple data sources can be challenging and time consuming, and often leads to a multitude of inefficiencies. As such, we are working with our partners to bring buyers and sellers together on a single platform, using consistent information to make this process far more efficient and cost-effective.

Knowing your vendors and understanding your contracts are integral parts of any M&A programme. This awareness comes from thorough due diligence and attention to detail, as well as assembling an experienced TSA team.

In the fourth article in our M&A series, Jeff Owen, Managing Partner and M&A expert, talks us through the proper management of your vendors and contracts phase-by-phase, as well as any risks and solutions along the way.

Read the full article here: https://smpl.is/8jspk

Transform Your Contact Centre with AI-Powered Customer Satisfaction Scores

AI CSAT is a relatively new addition to the contact centre toolset, but it is poised to have a huge impact. Traditional survey methods see on average a 5-10% response rate. But AI CSAT is always listening—generating real-time updates and 100% survey rates.

Problems with traditional CSAT and response rates:

🎲 Agents can 'game' their CSAT scores
🚦 Ambers not seen - as a result of polarised results, those customers that had an OK experience are overlooked
🎓 Limited coaching opportunities - agents may only get a handful of CSAT scores over a month
⚙️ Manual analysis - to review CSAT calls requires a human ear to listen to the entire call and/or read through the comments

The benefits of AI CSAT for your contact centre:

📈 Enhanced accuracy in customer feedback analysis
🛠 Real-time performance feedback for service optimization
⏱️ Swift issue resolution for improved customer satisfaction
🔮 Predictive insights for proactive customer care

Don't let your customer service be just 'good enough'. Strive to unlock exceptional customer service with our dedicated support.

For more on this subject, read our recent article 'Unlocking the Power of Exceptional Customer Service': https://smpl.is/8jl65

The first step in any effective Change Management Strategy, Change Initiation is the most critical component of any change activity. Not only does it establish the remainder of the transition, but it requires a blend of strategic vision, effective communication, and a commitment to inclusivity across the stakeholder landscape.

In the second instalment in our series of insight articles on Change Management, Daniel Fitzsimmons breaks down this crucial stage and goes into detail on how to effectively carry out Change Initiation.

To read the full article, click here: https://smpl.is/8j7qj

WECOME TO DAVID LEWIS – OUR NEW MANAGING PARTNER AND EXPERT IN DIGITAL & INNOVATION.

David Lewis is a seasoned international executive with a proven track record of driving growth and transformation in technology, product, and process. He has held leadership roles in start-ups, global system integrators, and governments, and has consistently delivered results through innovative strategies and cutting-edge technology.

After supporting the development of numerous online organisations in the early days of the internet, David’s first of many career highlights was founding the first Internet Service Provider in Sri Lanka. During his time there, David grew the company to around 150 staff members, and created new business opportunities for thousands of companies and individuals.

After co-founding and selling another technology company in Romania, One5 Corporation, David occupied several directorial positions for companies such as M9Global Ltd., Tech Mahindra, Infosys, and Cognizant. In 2017, David joined the Government Digital Service of the UK Cabinet Office. Starting as the Director of Delivery and Support and adviser to the Director General, David eventually progressed to the Chief Digital and Technology Officer and adviser to the CEO of the Cabinet Office’s Government Property Agency.

David has occupied several further digital and consulting leadership roles since leaving the Cabinet Office, and is dedicated to giving back to society as a Trustee for the Carers Network.

The start of a New Year, January is a time for setting goals and making resolutions. At Cambridge Management Consulting, our resolution each year is to give back to society as much as we can by setting aside a portion of our annual profits and consulting time to support the work of charitable causes, and partnering with transformative programmes to provide internships and transferable skills to exceptional youths.

2023 was a particularly productive year for this venture, allowing us to become involved with numerous different organisations and schemes, and use our in-house expertise to further their inspirational missions.

To learn more about these incredible initiatives, read our 2023 summary here: https://smpl.is/8j0ib

As we enter a business landscape characterised by rapid technological advancement, shifting market dynamics, and evolving customer expectations, the need for an organisation to be adaptable and innovative is greater than ever.

In the first in a new series of insight articles, Daniel Fitzsimmons provides a detailed overview on change management, and how organisations can effectively implement it into their business operations and strategies.

To read the full article, click here: https://smpl.is/8idjm

WELCOME TO DANIEL FITZSIMMONS – OUR NEW EXPERT IN CHANGE MANAGEMENT, BUSINESS TRANSFORMATION & AUTOMOTIVE SERVICES.

With over 20 years of experience in senior executive and MD roles in the Automotive Industry across Asia, Dan Fitzsimmons joins us with a proven track record of delivering successful transformation programs and operational excellence.

Dan has worked with multiple Fortune 500 clients, leading business transformation projects, specialising in Change Management, Process Optimisation, Digital Transformation, and IT Process Development. Key to Dan's success has been his ability to enter an organisation, quickly diagnose challenges, and co-create solutions with stakeholders.

Dan also has experience working with Government bodies in the creation of technical legislation recommendations, which he developed during his time as the Chair of the European Chamber of Commerce Automotive Working Group.

Having recently returned to the UK, and based in Cambridge, Dan is looking forward to working with you on your next business improvement project.

As the clock counts down and we look back at an unprecedented year of growth, all of us at Cambridge Management Consulting would like to take a moment to express our gratitude.

To our customers, thank you for the opportunity to form a partnership and transform your organisation.

To our partners and colleagues, thank you for your extraordinary dedication. Your unique skills have enabled our clients to have a better impact on the world.

As we start a new year full of new challenges, we are filled with anticipation. Together, we will continue to create and drive sustainable, impactful change with all our partners.

#2024

Our DECEMBER newsletter is out and ready to read in your browser. To receive future editions straight into your mailbox, be sure to sign up using this link: https://smpl.is/7gwsq

Read our newsletter now: https://smpl.is/8clqs

This month, we published four new insight articles covering: Scope 3 emissions and the failures of FTSE 250 companies; the Openreach Stop Sell date affecting WLR products; an introduction to Change Management; and a look at our contribution to global talent via the awards we judged this year.

We also look at what has made us most proud, our charitable work this year: our partnership with the LEAP programme at Pembroke College, University of Cambridge, providing internships for students; a new international partner programme with Télécoms Sans Frontières (TSF), the world’s first and only NGO focused on emergency-response technologies for humanitarian crises; a charity hike for British Exploring Society in the Lake District, raising £30,000 to fund life-changing wilderness expeditions for young people in the UK; supporting the stillbirth and neonatal death charity SANDS by building a new website for one of their core programmes; and working on new IOS and Android apps for Storybook Dads, a charity that helps incarcerated parents record and send bedtime stories to their children.

Additionally, we launched a new AI CSAT service, led by Simon Kissane, Contact Centre Performance Improvement Specialist, and Marcel Biesmans, lead for BENELUX and DACH. We have partnered with Dialpad Ai, an industry-leading intelligent customer platform, to offer a unique service with transformative results. See the new service page here: https://smpl.is/8c7zk

HAPPY HOLIDAYS TO ALL OUR TEAM, PARTNERS & CLIENTS

As 2023 draws to a close, we look back at the achievements we are most proud of this year. Cambridge Management Consulting has grown by 40% in the last 12 months, and the team has strived hard to further our purpose of helping our clients have a better impact on the world.

This year, we gave just over 12% of our profit to charitable causes, and over 200 days of pro-bono consulting time to charities that align to our 'Four C's' of focus: children, cancer, communications, and conservation.

Some of the work with our charity partners this year:

- Helping to raise £30,000 for the British Exploring Society to send disadvantaged young people on life-changing expeditions to the remote wilderness.

- Working on new IOS and Android apps for Storybook Dads, a charity that helps incarcerated parents record and send bedtime stories to their children.

- Supporting the stillbirth and neonatal death charity SANDS by building a new website for one of their core programmes.

- Helped first-in disaster communications provider Télécoms Sans Frontières (TSF) raise money in the telecommunications sector.

- Supported the Community Security Trust with a financial gift to keep Jewish children in the UK safe following threats to schools in the UK.

- Supporting Pembroke College, University of Cambridge, to provide the highest level of education to the most talented, irrespective of their financial status or background.

- We provided internships for a number of students from Pembroke College, University of Cambridge, as part of their LEAP programme.

- Continued our support for a cricketing scholarship at Eastbourne College.

- Supporting the Heal rewilding project and Naze Peninsular in their mission to help conserve UK wildlife and countryside.

These causes are just some of the things that motivate the Cambridge MC team to work hard and ensure that we're having a positive impact on society.

We wish you happy holidays, and we hope that 2024 finds us in a more peaceful, more sustainable and safer world.

All the best from the Cambridge MC team.

WELCOME TO JOHN MADELIN - OUR NEW CYBER SECURITY LEAD

With over 30 years of experience implementing cyber security strategies across government, banking, retail, manufacturing, and utilities, John joins us as a Managing Partner for our Digital Security services.

John began his career as one of the first team members of the one of the first asymmetric encryption (PKI) companies, dealing with the very early adopters of military, defence, and banking infrastructure.

Following this, John moved to RSA Security, combining his technical depth with business and strategic problem solving as the organisation grew to include broader identity and access management. From there, John occupied several roles leading Professional Services for security for a series of large integrators: firstly BT, then Verizon, and, most recently, John has been the BISO and Global Head of Information Security and Assurance at Cognizant.

John is also a prominent member of the UK security community, and has supported a variety of cyber programs in academia, including as Advisory Board Chair of one of the largest research institutes for NCSC, and led and drafted the UK consultation document on the cyber profession commissioned by DCMS.

From his numerous front-line roles, John has developed an approach to digital security which focuses on getting the basics right first and building out from there.

We welcome John to the team and are excited about the future of our cyber security services under his guidance and expertise. To find out more, please get in touch.