Built for a Smaller Era: Why Utility Capital Programs Are About to Be Tested Like Never Before
US utilities will invest $1.4T through 2030 against capital delivery models built for a smaller era. What that tests, and what has to change.
Real work. Practical lessons. Measurable results. Client results, perspectives from our work, and resources that go deeper.
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US utilities will invest $1.4T through 2030 against capital delivery models built for a smaller era. What that tests, and what has to change.
Everything we have published, newest first.
Six workstreams for a plant that needs throughput rather than a strategy deck: the system for managing, process design, talent, safety, analytics, and supply chain, handed to a center of excellence at the end.
Two ways to run organizational change management, on Prosci and the ADKAR model: stand up your own practice, or have Voyage manage change at the project level.
Why the usual three options fail, and what a program office actually needs: change practitioners with Prosci credentials, data scientists, Six Sigma process people, and program managers who have run a center of excellence before.
The eight areas a Voyage service operations assessment covers, from workforce planning to telephony and unit cost, with three engagements it has run: 30M calls a year across six sites, a 4,000-FTE quality transformation, and a 400-agent sales effectiveness build.
Starbucks stars and airline status work on you every day. How to use the same pull on service quality: named behaviors, balanced metrics, real rewards.
Enrollment advisors at an education provider needed a repeatable way to guide students through admissions – finding the best practices, and training to them.
What queueing theory says actually drives long waits – volume, handle time and staffing – and how to hold service standards when demand is uncertain.
The Paycheck Protection Program pushed $349 billion out in months and buried lenders in back-office work. How to prepare for volume nobody forecast.
Public cloud went from 12% of North American enterprises in 2013 to near-ubiquitous within five years. What that buys in agility, remote work and cost.
Companies offer more non-voice channels than ever, and most of them are miserable to use. What separates a designed channel from an offered one.
An education services provider needed its knowledge management to work, not just exist. Rebuilding the practices around it, then the system itself.
Contact Center Optimization: Achieve Service Excellence. How a credit union service organization rebuilt its member service center in 20 weeks – two weeks of analysis, then an 18-week implementation.
Contact Center and Operational Assessment: Suicide Hotline for a Healthcare Provider. An understaffed suicide hotline with 30-plus work types, rising attrition and no quality program. Fixing staffing, scheduling, technology and role clarity.
Speech Analytics Model | Fortune 500 Energy Company. A Fortune 500 energy company had a best-in-class speech analytics system and no governance. A 90% gain in category accuracy and $1M saved.
After Silicon Valley Bank and Signature failed, the calls come anyway. IVR messaging, workforce management and outreach that hold up in a crisis.
Fireproofing, skyscrapers and a new plan for the city came out of the 1871 fire. A short film on what rebuilding from the ashes looks like for a business.
Elevating service, driving performance and putting technology to work – the three things we help leaders turn from priorities into results.
Rethinking and Retooling the Coaching Process. An education services client had coaching that varied coach by coach. Building a standardized, measurable mentorship model that holds up at scale.
Organizations with strong PMOs achieve 28 percent higher ROI, per McKinsey, and 68 percent now run hybrid frameworks. A six-step approach to establishing or redesigning a PMO, and the four things it delivers.
Managed IT services save 20 to 30 percent against internal hiring and cut hiring time by half. The roles Voyage places, the three engagement models, and where each one fits.
Voyage Business Services exists because clients kept asking for the same thing: a BPO arrangement where somebody who answers to them stays in the room. The six-step model, the service scope, and what it has delivered.
SAP, Oracle, Dynamics and CIS migrations fail in predictable ways: low adoption, training gaps, thin staffing and no change management. A six-part recovery approach, and what it has recovered.
A framework for reworking customer experience across retail, financial services, insurance and utilities: where AI personalization pays, where omnichannel breaks, and the seven steps between a maturity assessment and a service recovery loop.
Where AI earns its place in a utility: smart grid optimization, customer experience, and predictive maintenance. The three opportunities, what each one changes, and the role Voyage plays across five functions.
