Five Viable Operating Models Where There Were Infinite Options - Global Energy Company

Industry: Energy Challenge type: Operating model design · Contact centre · Strategic clarity Headline outcome: Five research-backed operating model options delivered, replacing paralysis with clear direction.

The situation A leading global petroleum company needed to redesign its contact centre operating model. Internal performance was below industry average, the company struggled to retain and serve customers at scale, and leadership faced an overwhelming number of theoretical options with no framework to choose between them.

What we did Co-led the engagement with operations consultancy Curzon Consulting. Identified eight critical levers required for a future-fit operating model. Benchmarked 20 global operations leaders on how they activated those levers. Mapped 30+ high-relevance case studies against the levers. Delivered five workable, real-world-grounded operating model options -

each with a clear path to execution.

Results Leadership replaced paralysis with five concrete options, each requiring just one business case. Improved internal alignment and faster decision-making. Clear roadmap across all eight operational levers toward customer-centric transformation.