Nicholas works with clients in B2C and B2B2C services industries, with particular expertise in automotive services, travel and leisure.
He also leads much of OC&C’s work across industry sectors in workforce optimisation and customer service strategies. Beyond that, Nicholas works with a select group of private equity clients at the point of transaction and especially supporting them in post-acquisition value realisation.
Education & Prior Experience
- Masters in Physics, Oxford University
Stop or go
The world of automotive is changing, and fast. The advent of subscription models, mobility, car sharing, electrification and autonomous are all potential disruptions viewed as an opportunity by some and a worry or threat by others
Times have been particularly tough for Travel, Transport and Logistics (TTL) operators, with the profits of leading brands such as Holiday Inn, Hertz and DHL all coming under pressure from recession and structural changes to their industries
The fog is lifting
For decades, customer service has been poorly understood – an afterthought to the proposition, a cost to be managed, or worse a series of independent and uncosted decisions which add up to an unplanned customer service experience