How Explic8 drives operational excellence 

At OPEX Week 2025, Amelia Brand sat down with Ian Nicholls, chief executive officer of Explic8, a management consulting firm he co-founded in 2019. With a consulting career spanning almost four decades, Nicholls has delivered results for leading organizations across the UK and Europe, Asia, Australia, Africa and America. Prior to his consulting career, he held senior leadership roles with several blue-chip companies, bringing real-world experience to each Explic8 engagement. 

Explic8 specializes in transforming organizations on a global scale, focusing on operational excellence (OPEX) and continuous improvement. The firm offers a range of services, including strategy and management consulting, quality management, risk compliance and project management.

Most recently, Explic8 won a 2023 award for ‘Best Business Transformation Consultancy Firm.’ With a team boasting more than 140 years of combined business experience, Explic8’s directors take a hands-on role in every engagement, harnessing their expertise to drive businesses further. 

PEX Network: Why might IA be a more reliable approach for organizations?

Ian Nicholls: One of the significant challenges with artificial intelligence (AI) is the difficulty in validating its outcomes. AI systems generate results based on complex algorithms and vast datasets, but verifying the accuracy of these results can be problematic. This is where intelligent automation (IA) becomes valuable. IA integrates automation with human oversight, ensuring that processes are efficient while maintaining accuracy and reliability. This combination allows organizations to achieve OPEX without the uncertainties associated with unchecked AI outputs.

PEX Network: Why is process comprehension so critical for organizations aiming for OPEX?

IN: Without a thorough understanding of existing processes, organizations cannot effectively optimize or transform them. Many companies rush into digital transformation initiatives without first mapping and analyzing their current workflows, leading to inefficiencies, redundancies and misalignments with business objectives. At Explic8, we emphasize the necessity of detailed process discovery and documentation as foundational steps. This ensures that any technological enhancements are built upon a solid understanding of current operations, leading to more successful outcomes.

PEX Network: Explic8 offers a service where clients complete a form and receive a tailored report. Could you explain how this process works and the value it provides?

IN: Certainly. This service is designed to help businesses gain a clear understanding of their operational strengths and areas needing improvement. Clients provide detailed information through a structured form, and we generate a comprehensive report that highlights key insights, identifies process inefficiencies and offers actionable recommendations. This data-driven approach offers clarity on optimization opportunities and strategies to enhance overall operations.

PEX Network: Considering AI’s role in customer experience (CX), particularly with the rise of chatbots, what are your thoughts on their effectiveness in fostering customer loyalty?

IN: AI-powered chatbots have become commonplace; however, they often fall short in delivering truly engaging customer experiences. To cultivate customer loyalty and genuine affection for a brand, organizations should focus on the “Three Es” – efficiency, empathy and empowerment. This journey begins with employees. By equipping employees with the right tools and authority to address customer issues effectively, companies can enhance customer satisfaction and build lasting loyalty.

PEX Network: Looking ahead, what trends in OPEX and IA  do you foresee shaping the industry in the coming years?

IN: We anticipate a growing emphasis on human-in-the-loop (HITL) automation, where AI systems assist rather than replace human decision-making. Organizations are likely to invest more in explainable AI to ensure transparency and trust in AI-driven decisions. Additionally, there will be a shift towards adaptive, real-time process optimization, moving away from static models. Companies that effectively integrate IA  while empowering their employees will be best positioned to thrive in this evolving landscape.

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