Usually a director or executive accountable for a number that will not move, sometimes alongside the person who holds the budget.

Most engagements start with one of these: Customer Experience Director. Chief Customer Officer. Service Director. Director of Customer Operations. SVP Operations. Director of Transformation.

These are the people closest to the number that isn't moving, and usually the ones who feel it first. Where the work grows into a larger commitment, a Chief Executive or Chief Financial Officer is often the person who needs to see the case before it goes ahead. We're glad to bring them in at that point, once there is something concrete to show them.