A consulting practice built on a simple idea: advice is worth more when the advisor has lived the operation.
Bryan has spent 23 years in global Customer Experience (CX), BPO, and contact center operations, with the last several focused on commercial insurance and AI model evaluation. He has held full P&L accountability, served as Country Manager in the Philippines, governed thousand-FTE vendor operations for enterprise buyers, and has designed the evaluation content a frontier AI lab uses to benchmark large language models on insurance work.
His operating style is listening-first and fact-first. The recurring theme across engagements: there is no perfect answer for every situation; it's a mix, and the job is designing the right one for the specific client.
An independent practice operating since 2017, delivering engagements on a project basis alongside the senior in-house roles below. Current work: AI model evaluation and LLM training data for a frontier AI lab; senior advisory for multinational insurance carriers on AI adoption, claims transformation, and shared services.
CX and CCaaS go-to-market across North America: AWS Amazon Connect, conversational AI, CRM integration, and omnichannel solutions, with delivery teams across India and the Philippines.
Philippines expansion and operational transformation for an insurance-focused BPO serving US P&C carriers.
Outsourced vendor operations across three international sites and 998 FTEs for a top-5 US P&C brokerage.
Fourteen years of P&L leadership across contact center and business processing units serving tech, telecom, freight, and insurance clients.
You always get what you pay for, and cost is never the wage rate alone. Trust is built over time, through consistency of word and deed. We do not inflate to land an engagement, we do not share one client's information with another, and when we are wrong we say so and fix it. We Cerve our clients, Cerve our employees, Cerve our communities, and Cerve each other.
Engagements range from short assessments to ongoing advisory. Start with a conversation.
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