The Bridge International launches Process Optimisation & Technology Enablement practice
The Bridge International has launched a new Process Optimisation & Technology Enablement practice within its CXO2 business, to be led by senior leader David Vincent.
Aimed at helping to address Australia’s serious productivity shortcomings, The Bridge International says the new practice will support clients in turning transformation and technology investment into measurable performance and customer outcomes.
Vincent will lead the practice based out of Melbourne after joining The Bridge International in 2021 and later taking on the CXO2 chief operating officer role, leveraging his more than three decades of experience in operational design, transformation, and delivery.
“Organisations have spent two decades making significant investments in technology, and the productivity dividend has largely not materialised,” said The Bridge International co-founder and executive chair Stuart Blake. “Rarely has the business case been delivered on time or its full benefits realised. Rapid investment in AI without a different approach will also deliver the same poor outcomes.”
Blake, who recently handed over Bridge CEO duties to Stuart Brown, added that the technology itself isn’t necessarily to blame: “Transformation needs to be business led and consider people, processes, and systems together. If processes aren’t fit for purpose and redesigned to match business requirements, automating bad experiences will increase costs rather than deliver productivity.”
CXO2, as its name suggests, is a customer experience & transformation consultancy. Its new practice will focus on three key areas – business-led process optimisation, human-centred design, and technology enablement, readiness & adoption – providing support for a range of sectors including financial services, retail, health, utilities, travel, and government among others.
“Most technology transformations stall for the same reason: organisations buy a product, not a solution to their specific problem, and the cost of getting this wrong is climbing,” said CXO2 chief executive Sara Elmstrom. “Our team has spent decades doing exactly this type of work, long before AI became the headline, and in my view no one does it better than David and his team.”
