LANGSTONE, South Wales — 14 August 2024 — de Novo Solutions, the multi-award-winning Welsh technology company, specialising in delivering personalised data-driven digital experiences across Finance, Procurement, HR, and Payroll functions using Oracle Cloud and ServiceNow, is delighted to announce the promotion of Tom Mann to the role of Chief Experience Officer (CXO).

Tom Mann, who joined de Novo Solutions as Senior Vice President of Client Services in December 2023, has been instrumental in enhancing client satisfaction and driving operational excellence, making an immediate impact on the organisation as it scales. With over three decades of experience in enterprise software and programme management, including his previous roles as Delivery Director at Guidewire Software and Vice President of Client Services at Certus Solutions, Tom has a proven track record in global business transformation and client service excellence.

Tom’s new role as Chief Experience Officer and Board Advisor will significantly enhance the value and impact of de Novo Solutions’ services, both internally and for its clients as the organisation continues to scale. His responsibilities will include:

• Elevating Client Experience – Refining and expanding de Novo’s Value as a Service™ (VaaS™) offering, to ensure it continues to set industry standards for excellence. With board-level oversight of the core customer experience functions, Tom will drive innovations that make every client interaction more intuitive, effective, and satisfying, reinforcing de Novo Solutions’ reputation as a leader in digital transformation
• Strengthening Global Strategy – Expanding the company’s overseas capabilities, particularly in India to allow the company to scale at pace and meet client demand as it brings more skilled capability online, thereby enhancing global service delivery and client satisfaction
• Driving Business Impact – Maturing performance metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), and employee engagement, linking experience improvements to tangible business outcomes, aligning client satisfaction with revenue and profitability growth, and demonstrating the direct impact of superior customer and employee experiences on overall business success

Tom’s appointment represents a transformative shift for de Novo Solutions, signifying a strengthened commitment to not only delivering cutting-edge technology solutions but also enhancing the overall client experience. With Tom’s strategic vision, clients can expect an elevated level of service that is both responsive and proactive, driving greater satisfaction and value.

Tom Mann, new Chief Experience Officer at de Novo Solutions, said: “I am thrilled to step into the role of Chief Experience Officer and continue to build on the great work we’ve done so far. My focus will be on ensuring that our VaaS™ offering continues to exceed client expectations and that our India subsidiary thrives as a key player in our global strategy. It’s an exciting opportunity to further elevate our client experience and deliver tangible impactful results, driving home our mantra of delivery excellence.”

Mark Sweeny, Founder and Chief Executive of de Novo Solutions, commented: “Tom’s promotion to Chief Experience Officer is a testament to his exceptional leadership and vision. His extensive experience and strategic insight, which we have seen firsthand since his appointment as Senior Vice President of Client Services, will be instrumental as we continue to innovate and expand our offerings globally. With Tom on board, our clients can expect an even higher standard of service and a more dynamic approach to meeting their evolving needs.”