Selling a European energy retailer a contact centre platform (CCaaS, Contact Centre as a Service) that was still a concept, then designing it for real, with first customers migrating less than a year after the programme kicked off.
5 min read
RoleLead Designer, pitch through deliveryClientEuropean energy retailerYears2025 to 2026ScopeEnd to end. Pitch prototypes, client workshops, on site agent research across two call centres, product design across contacts and case management, the documentation that lets it scale to new markets