What does Stuart speak about?
Why service backlogs resist the usual fixes, and what clears them. The four talks cover the hidden constraint behind a backlog, how to read operational numbers past the averages, where AI belongs in a service operation and where it doesn't yet, and why service, productivity and cost can improve together instead of trading off.
Which audiences are the talks written for?
Senior operators in complex services — claims and insurance operations leaders, pensions administration leaders, shared-service and GBS leaders, and transformation directors accountable for cycle time, cost and service.
What formats are available, and how long?
A main-stage keynote of 30 to 60 minutes, a moderated panel or fireside conversation, or a podcast appearance recorded remotely and led by the host.
What evidence does Stuart use on stage?
Figures from documented engagements, shown on control charts rather than as slogans. The anchor case is a claims operation of well over 100,000 cases where end-to-end time fell from 508 days to 35 — no new system, no extra headcount — alongside a 2.8× productivity increase and 61% fewer failure-demand calls.
Where is Stuart based, and does he travel?
Edinburgh. In person across the UK and Europe, and virtually worldwide.
Is the content tailored to our event?
Yes. Every talk is shaped around the audience, the sector and the outcome you want in the room. Tell us who's attending and what you want them to leave with, and we'll come back on fit and format.
