Our expertise
Our focus
We care about delivering excellent outcomes for our clients and our people. We recognise that an excellent outcome is unique for each client and each person. That is why we focus our organisation, and our core capabilities, in Customer Experience (CX), Employee Experience (EX) and Service Design.
Alongside these expertise, we ensure that we can deliver the best outcomes for our customers and our people in the most efficient way; balancing cost, quality and return. We pride ourselves on doing this, and enabling excellent outcomes by:
- Delivering change in the smallest possible chunks through our Agile methodology
- Operating in self-organising teams and focusing on teamwork and collaboration, some of our core values
- Recognising risk and taking it out early
- Working within a wide partnership ecosystem to offer the best tools, services, partners, and approaches to enable better outcomes
Customer Experience
As the Experience Consultancy, we believe that customer experience is the cornerstone to business success. That is why we specialise in offering, and enabling you to offer, the best possible customer experience.
We know how to deliver award-winning customer experience, we’ve done it before. We work with you to build a vision for your ideal customer experience, mapping out the customer journey and its key touch-points and pain points; helping you understand your customers; and encouraging you to implement their feedback.
By listening to your customers, we can create rewarding experiences.
Digital transformation
We’re the project managers who drive digital experiences. We digitise the experience of your organisation to ensure it leads the way on meeting customer needs and expectations.
We use comprehensive feedback and engagement strategies to safeguard the buy-in and adoption you need. Your people and clients are at the heart of technological change and we gather insights, including a training needs analysis, to inform our approach. We find this method helps to make change stick.
We can help you to digitise your organisation and undergo a digital transformation, so that you can meet the needs and expectations of your clients.
Service Design
How does an organisation get things done, end to end? Our Service Design helps you define this, taking into account the customers, employees, processes, and technologies to ensure that you are in the best possible place to deliver the outstanding service that your customers are looking for.
We have years of experience launching new services for customers, using our agile expertise for discovery, design and delivery. We work with you to deliver continuous improvement in your organisational offering, enabling you to excellent outcomes for your customers and colleagues.
Discover our other offerings here:
Change Management
When your vision, outcomes, and technology have been established – we’re able to support with change management to make change stick.
Delivery Management
Whether you are at the beginning or part-way through your project or programme, we can take the lead on delivery management, engaging with all internal stakeholders and external partners.
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Architecture and Technology
When you need a framework for change that addresses the relationship between your business architecture, technology and people, we ensure that your experience works well.
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Lead to Cash
We apply our knowledge of systems, people, data, and processes, to deliver end-to-end customer experiences that build sales. We give you a streamlined and targeted experience, from marketing and lead generation, through to conversion, processing and collection.
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Analysis, Innovation and Design
At the outset – or if you need to rethink plans – we analyse, innovate, and design how your experience should work, end-to-end.
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