Charlotte Smith

Let's own it together. Let's deliver this whole program together and actually really go on that journey. We'll take some of the reporting away for you. So we've actually made the decision to hire some PMOs into our business whose skill set is completely aligned to that. And that is an exact example of being customer centric in our approach. There is something to gain from both parties, of course.

Let's own it together. Let's deliver this whole program together and actually really go on that journey. We'll take some of the reporting away for you. So we've actually made the decision to hire some PMOs into our business whose skill set is completely aligned to that. And that is an exact example of being customer centric in our approach. There is something to gain from both parties, of course.

But if you're dealing with the typical CTO, or if you're dealing with the typical director of change or digital transformation director, do they want to deal with multiple contingent agents? Or do they want to actually invest in a midway? So we're not a consultancy. We're not going to win your £30 million projects because, quite frankly, you don't have them either.

But if you're dealing with the typical CTO, or if you're dealing with the typical director of change or digital transformation director, do they want to deal with multiple contingent agents? Or do they want to actually invest in a midway? So we're not a consultancy. We're not going to win your £30 million projects because, quite frankly, you don't have them either.

You just want to deliver a couple of key things. We can partner on that. There'll be more touch. There'll be more respect and responsibility in mutual spades. And as such, we win as a business and we drive those numbers up by winning the whole project and the customers much happier as a result of it.

You just want to deliver a couple of key things. We can partner on that. There'll be more touch. There'll be more respect and responsibility in mutual spades. And as such, we win as a business and we drive those numbers up by winning the whole project and the customers much happier as a result of it.

Well, firstly, it hasn't worked because the leadership have driven a quick result rather than a meaningful long-term result. So they've pushed a number, they've pushed a meeting, they've pushed a deal, they've pushed the rates up too much in the deal and they haven't thought about the long-term client relationship that they can have by that.

Well, firstly, it hasn't worked because the leadership have driven a quick result rather than a meaningful long-term result. So they've pushed a number, they've pushed a meeting, they've pushed a deal, they've pushed the rates up too much in the deal and they haven't thought about the long-term client relationship that they can have by that.

So that haste, that speed, that impatience and therefore naivety has lost customers and results. That then creates that blame culture.

So that haste, that speed, that impatience and therefore naivety has lost customers and results. That then creates that blame culture.

It's like that Spider-Man meme that you see where they're all pointing and blaming each other. And then what happens is leadership panic. Then what happens is they start looking at KPIs. Then what happens is they start looking at working from home versus coming into the office, blaming the hiring. Blaming the people person because I train them.

It's like that Spider-Man meme that you see where they're all pointing and blaming each other. And then what happens is leadership panic. Then what happens is they start looking at KPIs. Then what happens is they start looking at working from home versus coming into the office, blaming the hiring. Blaming the people person because I train them.

So if they're not all A grade consultants... It's Charlotte's fault. It's absolutely always my fault. It's the same at home. So the reality is it creates... I think that the biggest thing that I can see is where people then try and island off their own strategies. So I remember the biggest red flags that I've had with, you know, just interviewing other businesses is we do it our way.

So if they're not all A grade consultants... It's Charlotte's fault. It's absolutely always my fault. It's the same at home. So the reality is it creates... I think that the biggest thing that I can see is where people then try and island off their own strategies. So I remember the biggest red flags that I've had with, you know, just interviewing other businesses is we do it our way.

We don't do it the same as them. Or it's different for us. Come on now. You know, you're not driving each other forward. And then that actually doesn't mean if you're protecting what you perceive to be the right way over another team in your business, you're not a succinct business. And I very much doubt you have a customer-centric leadership team as a result of that.

We don't do it the same as them. Or it's different for us. Come on now. You know, you're not driving each other forward. And then that actually doesn't mean if you're protecting what you perceive to be the right way over another team in your business, you're not a succinct business. And I very much doubt you have a customer-centric leadership team as a result of that.

Yeah, 100%. And don't get me wrong, it doesn't mean that it's an easy journey. And so if I think back over the last 12 months, because I've only been part of the leadership team with Trilogy for 12 months, and it's been fantastic. And this business is absolutely home for me. The stage one is because you are talking data, people just get triggered. Data means KPIs. KPIs means KPI management. Yeah.

Yeah, 100%. And don't get me wrong, it doesn't mean that it's an easy journey. And so if I think back over the last 12 months, because I've only been part of the leadership team with Trilogy for 12 months, and it's been fantastic. And this business is absolutely home for me. The stage one is because you are talking data, people just get triggered. Data means KPIs. KPIs means KPI management. Yeah.

go, God, this bloody bird has joined our business and she's making us look at all these data points. We're losing what we were. We weren't this data-driven 100%.

go, God, this bloody bird has joined our business and she's making us look at all these data points. We're losing what we were. We weren't this data-driven 100%.