We know Service Design and Strategy.
Here are some of the ways we can help.
Customer Experience Innovation
Our CX practice works with your team to detect, select and develop high-impact opportunities for innovation and customer experience improvement. We work with your team to bring the selected project to life, including:
Planning the scope and approach,
Identifying most critical opportunities of unmet needs,
Leading your team through the process,
Coaching and upskilling your team where relevant, and
Providing executive reporting at each key milestone.
Training, Facilitation & Off-Sites
We offer training and facilitation for your leadership teams designed to build capability and confidence. Our special strengths are:
Building high-performance cross-culture teams.
Compelling presentations and storytelling for business.
Cross-cultural communication.
Effective empathy.
Soft-skills for customer service teams.
Leadership boot camps and skill builders for frontline leaders.
Building business cases that work.
Our unique approach to training combines traditional didactic approaches, relevant case studies and learning through play.
LEGO® SERIOUS PLAY® is one of our facilitation methodologies.
Developed at The LEGO Group, LEGO® SERIOUS PLAY® is particularly suited to building shared understanding of complex systems, encouraging creativity in thinking and develop problem-solving skills.
Vendor Search & Selection
Our comprehensive vendor search and selection services help you find the right partner. Our deep networks across technology and business process outsourcing (BPO) in the customer experience space ensure you find the right partner, on the right terms, at the right price. Our expertise covers:
customer service outsourcers, (aka customer experience outsourcers, CX BPO)
new call center technology platforms,
specialist contact center modules,
artificial intelligence (AI) applications and development.
We provide a full-service, expert managed process. We handle as much of the request for information / request for proposal (RFI / RFP) process as you need, give you access to our deep global network, and create a value-driven long-term relationship for you.
Customer Service Strategy
With over 20 years of experience working with companies and clients on every continent (except Antarctica - research stations, call us!) our team are customer service strategy and customer experience experts. Our expertise covers:
Outsourcing strategy,
Resource planning,
Conducting an operations review,
Introducing new contact center technology.
We have a proven track record of helping top brands like yours validate their findings, reset their path and re-platform their tech stacks.
