For Jules Sharples, Head of Change Management at coeo UK, some of the most exciting opportunities across the Group are being created not by technology alone, but by the people, partnerships and shared thinking behind it.
As collaboration continues to grow across coeo and the wider Group, teams in different countries are increasingly sharing ideas, expertise and proven approaches.
From the launch of a new contact centre in Italy to closer collaboration between technology teams in the UK and Netherlands, these shared projects demonstrate what can happen when local knowledge and international experience come together.
We spoke to Jules Sharples, coeo UK’s Head of Change Management, about the projects she has been involved in, what the teams have learned and why sharing best practice across borders can create better solutions for everyone.
Can you tell us about a recent international project you’ve been involved in?
“One of the most rewarding projects I’ve been involved in this year has been supporting the launch of a new debt collection contact centre in Bari, Italy in partnership with doValue. What made the project special wasn’t just the technology we delivered, but the way teams from different countries came together to achieve a common goal.
“Colleagues from the UK, Italy and across the wider Group contributed knowledge, experience and local expertise to create a solution that met the needs of the new operation. It was a fantastic example of how collaboration across borders can accelerate delivery and help us achieve more together than we could independently.”
What was the biggest lesson from working on the Italy project?
“The biggest lesson was the importance of listening and learning from each other. While we brought experience and solutions that have been successful in the UK, we also understood that every market is different.
“By taking the time to understand local processes, regulatory and client requirements and operational needs, we were able to adapt our approach rather than simply replicate what had worked elsewhere. That mutual respect and willingness to understand different perspectives created a stronger solution and a stronger partnership.”
How are teams collaborating across countries today?
“We’re seeing more collaboration than ever before. A great example is the work currently underway between the UK and Netherlands technology teams.
“Rather than operating separately, we’re bringing people together to build what is effectively a West European technology community. This creates opportunities for colleagues to share knowledge, solve challenges collectively and identify best practices that can benefit multiple countries.
“We all bring different experiences and expertise to the table, and when we combine those strengths, everyone benefits.”
What exciting developments are happening across the Group?
“One of the most exciting initiatives is the evolution of our Floeo collections platform. The UK has invested significant time and effort over several years developing solutions that support both operational efficiency and customer outcomes.
“It’s incredibly rewarding to see those ideas now being explored for wider international use. Working alongside colleagues in the BeNeFra region, we’re helping shape Floeo 2.0, bringing together the best ideas from different countries to create a platform that can support multiple markets while maintaining local flexibility.
“It’s a true example of innovation through partnership.”
Why is sharing best practice so important?
“Great ideas become even more valuable when they’re shared. Every country faces unique challenges, but many of those challenges are similar at their core.
“When we openly exchange ideas, lessons learned and successful approaches, we avoid reinventing the wheel and can move forward much faster.
“The real value comes when those conversations become two-way. It’s not about one country teaching another; it’s about learning from each other and collectively creating something better than any of us could have achieved alone.”
What are you most proud of?
“I’m proud of the relationships that have been built through these projects. Technology is often seen as systems and processes, but successful transformation is really about people.
“The trust, openness and willingness of colleagues across the Group to work together, challenge ideas constructively and help each other succeed has been incredible to see.
“We’ve developed some genuinely innovative solutions in the UK, and it’s fantastic that those solutions are being recognised as having wider international potential. Being part of their journey into other markets, while also learning from our colleagues across Europe, has been a real privilege.”
Collaboration behind the innovation
For Jules, the common thread running through each of these projects is simple: the technology matters, but the collaboration behind it matters equally.
As ideas and expertise increasingly move between countries, the opportunity is not simply to reproduce what has already worked. It is to combine different perspectives, challenge established thinking and create something stronger together.
As Jules puts it:
“Our greatest innovation isn’t the technology itself, it’s the collaboration behind it. When colleagues across countries share ideas, challenge thinking and learn from one another, great solutions become even greater.”
