Simon Holmes

Trusted human-centric technical leader and published technical author with 20+ years driving innovation through strategic vision, problem-solving, building collaborative relationships, and cultivating high-performing teams. Proven abilities in communicating complex concepts to broad audiences coupled with a unique blend of technical and business acumen.

Co-Founder and Consultant

Is your engineering team not running the way you want it to? Chances are it's not a technical issue or a skills gap. Chances are, it's more complex - it's human.

We partner with people who believe what we believe, namely that:
1) Software engineering is a deeply human endeavour
2) Software delivery and organisational performance are predicted by the underlying engineering culture

Alongside consultancy, change management, and interim management two of our most popular services are:

1) Engineering Culture Index
Our Engineering Culture Index provides a way to measure your engineering culture, highlighting the strengths of the team and the issues holding you back.

2) Team Dependencies Matrix
Identify the hidden bottlenecks and dependencies that are slowing your team town.

For both of these we help you with the root cause analysis and corrective actions. They are often combined together into a complete actionable audit.

Customer Services Audit

Remote working is the new norm. For the past few months, our team has been hard at work developing a new tool RemotAbility to assess and benchmark remote work places from one central hub!

Contribution to the CX industry
Deepak over the past 12 years has the distinction of visiting and assessing over 1,700 contact center's globally and combines deep technical knowledge with vast operational experience. As an industry thought leader he has published over a 100 articles on customer service and is the publisher of ‘Snapshotz Download’ a monthly newsletter on customer service issues. He is also a sought after speaker and presents on a range of customer service topics including, leadership, customer experience, contact centre technology and customer service trends.

A key believer in supporting improved citizen service delivery and better government, Deepak has formulated and brought together many Public Sector Customer Services conferences.

Deepak is the cofounder and Director of Customer Services Audit limited, the developers of Snapshotz  Assessment and Benchmarking tool for Contact Centres. Launched in 2009 Snapshotz is being employed by contact centres across Australasia, Africa’s, the Middle East, North America, Latin America and China.

The Snapshotz  tool was developed by Deepak, driven by the need to have a holistic view of the contact centre operation and  (a) to maximize people potential (b) achieve operational efficiency (c) achieve sustainable customer experiences.

As contribution to the industry and other social causes, he sits on advisory boards and panels for several national associations and is a committee member of China Contact Center Standards Steering Committee CC-CMM. His services are constantly required as a judge for customer service awards in several countries, recent engagements being, Indonesia, United Arab Emirates (UAE) and the UK.

Deepak also serves as a director, board / committee member on several not for profit organisations.

Founder and Co developer of Snapshotz & RemotAbility 

Progressive Enterprises

Strategy

Deepak is an entrepreneur, co-founder and developer of Snapshotz the customer service audit and benchmarking tool (launched in 2009) and RemotAbility – the remote work profiling and capability assessment tool (launched in 2020).

With customers in over 30 countries Deepak is acknowledged as one of the world’s leading experts in customer service assessment associated strategy, technologies and operational execution. 

Customer Services Audit is currently the only institution tracking the mental and physical health of customer service agents providing thought leadership and insights for leaders to support the welfare and wellbeing of frontline staff.

With the advent of full scale remote and hybrid work, driven by Deepak’s unique experience and expertise, RemotAbility is the world’s first tool providing  data to drive all remote work decisions from, welfare wellbeing, technology, property, tax, insurance, policy and individual and organizational responsibilities.

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The Battle

Simon Holmes

Deepak Selvaratnam

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