CUSTOMER-LED.
Start with the experience and outcomes we want to create—not the organizational structure we already have.
O-I Advisory Group
Building better businesses from the customer inward.
Organizations are built from the inside out. Customers experience them from the outside in.
O-I helps organizations see themselves through the eyes of their customers—then build the structures, processes, capabilities and technology needed to deliver a better experience and scale it.
How we think
Three principles guide every recommendation—whether the challenge is growth, transformation, technology or all three.
TECHNOLOGY-ENABLED.
Use technology, data and AI where they genuinely improve the business—simplifying work, creating insight and enabling scale.
HUMAN-CENTERED.
Amplify what people do best without removing the relationships, judgment, creativity and attention that create differentiation.
For growing companies
Growth changes the customer experience.
What works with 50 customers doesn't always work with 500.
Growth brings more people, processes, systems and handoffs. Each can create distance from the customer.
Scale requires structure. But structure shouldn't come at the expense of the customer.
O-I helps growing companies build scalable customer experiences while preserving the responsiveness and relationships that helped them grow in the first place.
For established organizations
Complexity changes it too.
Over time, silos develop. Systems multiply. Processes accumulate. Decisions move further from the customer.
A customer problem may look like a service problem while actually originating somewhere else in the organization.
Fixing the symptom doesn't fix the business.
O-I works from the customer inward to identify what's creating the experience—and what needs to change.
Where we work
Across the business.
Through the customer lens.
The customer experience is shaped by a connected system—not a single department.
01 — CUSTOMER
Understand and improve the experience.
- Customer Experience
- Customer Success
- Customer Intelligence
- Retention & Growth
02 — ORGANIZATION
Make the business easier to navigate.
- Operating Models
- Organizational Design
- Service Delivery
- Governance & Accountability
03 — AI & TECHNOLOGY
Create insight, capacity and scale.
- AI Strategy & Adoption
- Intelligent Automation
- AI Agents
- Process Improvement
- Scalable Operations
04 — LEADERSHIP
Turn intent into aligned action.
- Executive Advisory
- Leadership Alignment
- Team Effectiveness
- Working Genius
AI & technology
Technology should solve a problem.
Start here
What are we trying to make better?
The best technology strategy doesn't start with technology. It starts with a customer experience, a process, a decision, an employee's ability to do their job—or the need to scale without simply adding more people.
Sometimes the answer is AI. Sometimes it isn't.
The goal isn't more technology. It's a better way of working.
Different stages. Different challenges.
The outside-in lens travels well.
O-I works with organizations at the moments when yesterday's way of working no longer fits tomorrow's ambition.
GROWING
How do we scale without losing what made us successful?
Build the customer practices, processes and technology needed for the next stage of growth.
SCALING
What worked before isn't working anymore.
Create clearer roles, stronger Customer Success, better handoffs and repeatable ways of working.
TRANSFORMING
How do we simplify and work differently?
Remove complexity, rethink processes and use technology intelligently to reconnect work with customer outcomes.
About
Business transformation with a technical lens—and a human center.
Shauna Osborne is an executive advisor and transformation leader with more than two decades of experience spanning customers, operations, organizational transformation and technology.
Her technical background shapes how she approaches business problems. Rather than treating technology as a separate workstream, she naturally looks for opportunities to use technology, data, automation and AI to make organizations work better.
That combination allows her to bridge conversations that too often happen separately—between business strategy and technology, customer experience and operations, and transformation strategy and practical execution.
An early adopter of generative AI, Shauna has designed AI agents and practical applications to improve how teams access information, make decisions and work, and has presented her work to audiences of more than 700 colleagues.
But technology is a means, not the objective.
Customer experience isn't a department.It's the consequence of how an organization operates.
Shauna works with founders, executives and leadership teams to turn complex business problems into practical, scalable change. She is also a certified Working Genius facilitator.
Start a conversation
Start with the problem. Then look at it from the outside in.
Whether you're scaling something that works, transforming something that doesn't, or wondering whether technology could help you work differently—let's talk.