EXPERIENCE ACROSS INDUSTRIES
Business context.
Practical experience.
Technology strategy, operating change, and customer experience brought together around the work a business needs to do.
These examples reflect Ed Engles’s work in prior consulting roles at Accenture and Wipro. Client identities are kept private. This experience informs his work as AlignCrest’s Founder & Principal.
01 / INDUSTRY EXPERIENCE
Communications and digital infrastructure
Connecting network change with service
Work spanning network modernization, customer operations, acquisition integration, and the systems that support service delivery.
- Network and field operations
- Fiber deployment, copper-to-fiber migration, network inventory consolidation, and analytics to investigate service issues and field dispatch demand.
- Customer service and new products
- AI and machine learning for wireless service, support channels for value brands, and the service model supporting a new fixed wireless home product.
- Integration and technology foundations
- Advisory work on acquisition integration, IT service management rationalization, cloud foundations, CRM, service assurance, sales, billing, and transition to managed services.
02 / INDUSTRY EXPERIENCE
Retail and consumer businesses
Linking the customer promise to operations
Experience connecting customer service, store operations, loyalty, and fulfillment across large retail and consumer businesses.
- Service and store transformation
- Contact center strategy, service technology choices, operating model benchmarking, store support, and analysis of customer and store contact drivers.
- Fulfillment and product support
- End-to-end supply chain and customer experience assessment for large products, alongside work on returns, maintenance, and service models for connected consumer products.
- Technology and loyalty
- Supply chain and store technology, single sign-on, early loyalty program development, and perspectives on scaling programs and using customer data.
03 / INDUSTRY EXPERIENCE
Financial services
Designing service around the customer journey
Advisory and transformation experience across banking and investment management, linking customer journeys with service models and technology.
- Onboarding and relationship development
- Customer onboarding journey design, opportunity nurturing, cross-sell and upsell opportunities, and next-best-action service models.
- Service model and platforms
- Contact center transformation and outsourcing, drawing on cloud and CRM experience to assess service choices and technology direction.
- Integration and analytics
- Post-merger service integration and cloud contact center migration, alongside work with teams using journey analytics to inform service design.
04 / INDUSTRY EXPERIENCE
Transportation logistics and aviation
Aligning operations and technology with growth
Experience across parcel logistics, ecommerce, supply chain, and airport technology strategy.
- Service economics and operational friction
- Analysis of customer service channel ownership costs and call drivers, with technology and process recommendations connected to supply chain operations.
- Ecommerce and back-office transformation
- Work on ecommerce platform opportunities and market expansion, alongside customer service and finance transformation.
- Airport technology strategy
- End-to-end technology strategy and vision aligned with an airport’s strategic expansion and growth plans.
05 / INDUSTRY EXPERIENCE
Hospitality and service businesses
Improving the support behind the experience
Work connecting customer-facing service with the policies, processes, vendors, and support operations that sustain it.
- Loyalty and customer support
- Contact center and service desk transformation, including the handling of customer tickets related to loyalty programs.
- Store and frontline support
- Analysis of service demand spanning customer loyalty, store technology, and operational issues to inform service improvement priorities.
- Service model reinvention
- Technology and operating model recommendations, vendor improvements, and service transformation for a home services business.
06 / INDUSTRY EXPERIENCE
Healthcare and employee experience
Connecting service data and workforce needs
Experience in service strategy and transformation planning, with quality assurance involvement in an employee experience and analytics opportunity.
- Service platform planning
- Customer service strategy and platform transformation planning across CRM, cloud contact centers, and self-service channels.
- Analytics and employee experience
- Served as a quality assurance partner for an opportunity covering a roadmap, analytical models, rules and engine capabilities, dashboards, automation, and reporting.
BUSINESS LEADERSHIP
Experience running
the business of consulting.
Alongside client work, Ed led an Americas consulting business across industries and functional practices, with accountability for revenue, margin, order book, and talent. His remit included moving a consulting organization from a primarily presales role toward a standalone P&L, setting priorities, developing talent, and establishing ways of working.
Earlier leadership included a North American service practice, regional market responsibilities, major client relationships, and global customer operations. This background brings commercial and organizational context to transformation decisions.
PROJECT ADVISORY AND FRACTIONAL LEADERSHIP
Apply the experience
to your next priority.
Bring senior support to a technology strategy, operating model, service transformation, or leadership gap.