Scott was in the room when North America's largest telecom operators decided where to point billions of dollars in CX AI investment. Ian was managing the fallout when those decisions hit customers at scale. They watched the same cycle repeat across every industry they touched: a vendor-aligned consultant recommends the platform they have a deal with. A pilot launches with optimistic metrics. The pilot "succeeds." Production never ships. Two years later, everyone starts over. The original consultant has been paid. No one is accountable.
The problem isn't the technology. It's the incentive structure of the consulting model. Firms that earn referral fees, volume incentives, or preferred-partner revenue from the same vendors they recommend cannot give unbiased advice. The math doesn't work. And most buyers have no idea which kind of consultant they're hiring until it's too late.
We founded truNorth to be the firm that didn't exist: no vendor partnerships, no referral arrangements, no financial relationship with any platform we might recommend. We have one incentive — your project ships to production, delivers measurable results, and doesn't need to be restarted in twelve months.
Between us, we've shaped the AI investment decisions of carriers serving 300 million subscribers, built CX operations infrastructure that touched 5.5 million customers, and sat in post-mortems for enough failed pilots to know exactly what "ready" looks like — and what it doesn't. That's what we bring to every engagement.