Transforming First Customer Contact with SPG
For Adrian, leading transformation at First Customer Contact, the UK’s largest rail operator, was never just about implementing new technologies. It was about equipping his teams to embrace innovation, improve operational efficiency, and strengthen the company’s market position, all while ensuring ambitious AI and automation projects ran smoothly and delivered real business impact.
First Customer Contact had a bold vision: to harness AI, automation, and advanced technologies to drive continuous improvement over the next two to three years. Achieving this required not just investment in technology, but the right expertise and insights to implement change effectively. Without them, initiatives risked delays, misalignment, or failure to deliver tangible results.
“Our transformation programmes move quickly, and we needed the right people and knowledge in place to make them work,” says Adrian.
Specialist Expertise Driving Real Change
Finding the right talent and skills in a competitive market was critical. Every role required individuals who were not only technically capable but could also integrate seamlessly into complex teams and contribute to long-term transformation goals. Timing, quality, and cultural fit were all essential.
SPG partnered with Adrian and his teams to provide tailored support. They helped identify skill gaps, source highly specialized talent, and deliver hands-on guidance in AI, automation, and digital transformation initiatives. Through workshops, site visits, and real-world case studies, SPG enabled Adrian’s teams to learn from successful industry implementations and build the expertise needed to lead change internally.
Measurable and Transformative Outcomes
The collaboration between Adrian and SPG delivered tangible results:
Enhanced IT and operational capabilities: Teams were empowered to implement new technologies and drive meaningful process improvements.
Improved efficiency: Operational workflows became faster and more effective through automation and AI.
Stronger market positioning: First Customer Contact enhanced its competitive edge, laying the groundwork for sustained growth.
Empowered workforce: Employees gained exposure to cutting-edge technologies and practical knowledge, fueling a culture of innovation.
“Working with SPG was outstanding,” Adrian says. “They understood our requirements immediately, provided the right expertise, and equipped our teams to implement real change. Their approach allowed us to stay ahead of the curve and focus on delivering impact rather than just filling roles.”
Leading Transformation with Confidence
By putting Adrian at the centre of this transformation journey and partnering with SPG, First Customer Contact was able to accelerate technological adoption, strengthen its workforce, and achieve operational excellence, proving that successful change is as much about people and leadership as it is about technology.
