We bring AI transformation to life. 

Cross-Functional Impact
Innovation 
Operational Efficiency
Growth
AI Adoption

No incremental tinkering here. We help you make a real impact in your business with a proven customer-centric approach.

The practical is pulling you from the possible.

AI presents a once-in-a-lifetime opportunity to make a significant impact on how the business works.

As a transformation leader, your mind is churning at all the possibilities that AI brings.

But your organisation fights you at every turn.

You have to bridge where they are now — comfortable in the silos and complexity that holds back progress — with what you know could be.

And you need to do it fast before the business falls too far behind.

One lever to move mountains.

Most organizations focus internally on their processes, departments, and technology. The result is fragmented experiences and missed opportunities.

We take a different approach, starting with the customer and working backwards. The customer lifecycle is the natural organising framework that:

  • Easily unites cross-functional teams around value creation

  • Connects initiatives to customer and business value

  • Connects capabilities together to create a compound effect

  • Reveals opportunities for ops improvements and innovation

“Customer-back” has a proud 80-year heritage, advocated by great management thinkers like Ackoff, Deming, Senge, Hammer and Drucker. AI makes it more relevant than ever.

AI by Design

Our flagship programme is designed to accelerate progress and deliver measurable impact within 90 days.

FOCUS

As companies grow, they lose sight of the laser focus on customer value that made them successful in the first place.

Together we clarify your priority customers and the outcome that drives your top business goals.

This becomes the immovable north star that guides every decision across the business…

…starting with the top capabilities you need to deliver that outcome.

Our approach is proven for even the most complex businesses.

OUTCOMES

Shared clarity on the customer outcome that moves business goals

An immovable north star that enables flexibility and aligned decision-making

Millions in misaligned initiatives identified

CO-CREATE

In a series of cross-functional workshops, we’ll make fast progress in the highest-impact areas of your business.

  • Envision your to-be future

  • Prioritise and redesign your most critical customer journeys plus the people, processes and technologies that power them.

  • Co-design one AI-powered end-to-end workflow that transforms how you work

From here, your team or ours can build out the agentic and/or augmented end-to-end workflow.

OUTCOMES

Improved cross-functional ownership of the change

Foundation laid for long-term customer-led capabilities

Work redesigned and CX improved for 2 - 3 customer journeys - delivering fast ROI

One fully built end-to-end human-AI workflow

ACTIVATE

As you start working in a new way, we’re alongside you to ensure the new AI workflow functions as intended — and that your people do too.

Trust, incentives, culture and even UX can play a role in unlocking AI’s potential. Our ethnographic research partner can surface blockers in how humans work with AI.

We can also advise on new operating models to keep your teams aligned on value creation at scale.

OUTCOMES

Understanding of what unlocks better human-AI performance

Early progress on leading indicators and business performance metrics

“Hi, I’m Jen Rice.

I’ve been working with complex businesses — like B2B, fiserv, telco and energy — to drive customer and business value for three decades.

I previously served as B2B Sector Lead and CX Principal at Forrester in San Francisco, helping my clients unite brand, CX, operations and technology.

Now I’m a global citizen, bringing this approach to AI transformation — and building a network of like-minded AI transformation pros to deliver measurable results.

  • “Jen helped us simplify our customer promise, gain alignment at all levels of the organization, and simplify decision-making. We've seen measurable progress on our shared goals.“

    — Erik K, CX Director, Energy Company

  • "Jen is a very skillful facilitator. She worked with our leadership team, keeping them out of the weeds… at the end of the day we were enthusiastic, and two years later, we’re still committed to our path!”

    – Sharon, Director, Government

  • “I highly recommend Jen to anyone looking for a brilliant and seasoned strategist to quickly uncover ways to be more competitive."

    – Rachael, Chief Customer Officer, B2B Tech

  • "Jen has the unique ability to tailor her messages to audiences at all levels in the organization.”

    – Coleman, Brand leader, Johnson & Johnson

  • " Jen turns previously murky situations into a clear way of identifying what is happening, and what can be done next.”

    — Katie, Chief of Staff

Former clients include:

Less friction, more momentum.

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