Customer Experience Transformation

We are firm advocates of outside-in thinking.  We see so many strategic transformation projects that are led from the boardroom table and, while there is always great insight in the executive team, it is not the very best insight that you have at your disposal.  It is also compromised by self-doubt and barriers to success that may be real or have just become real over time.

Every business has two key assets at the start of a transformation project – your customers and your people, and harnessing their energy and insight with a “can do” approach will deliver dividends.  We believe that we can use our techniques and energy to help every executive team break through it’s barriers and to deliver sustainable, successful change.  

In the past we have transformed organisational structures and customer management processes and delivered improvements to both customer and people satisfaction scores.  We believe that we have the techniques and approach to deliver improvements every time we help a business transform.



Our Latest Thoughts on Customer Experience Transformation

 Customer Experience 101 - The 5 Must Haves for Successful Transformation

 What Are We Pretending Not to Know About Our People?

Your Most Challenging Customer – Do You Know What to Do When it is Time to Part?

 Customer Experience – It’s All About the People, Stoopid!

 Why Your Obsession is Damaging Your Customer Experience 

15 Things About Customer Service I Know Now That I Wish I Knew Back Then