Make informed decisions
INFORM
Advisory & Consulting
If you’re struggling to align your customer experience with your business goals, our Advisory & Consulting Services are for you. Whether you’re dealing with inefficiencies, outdated systems, or simply don’t know where to start, we’ll help you define what “better” looks like—and figure out how to get there.
Take the Department for Work and Pensions (DWP), for example. The DWP is a major UK government department, which runs one of Europe’s largest contact centres with 30,000 seats. They faced a mountain of challenges: public perception issues, siloed operations, and inconsistent service. We were contracted to research the issues they were facing and develop a coherent solution.
The result is a unified customer journey strategy and a 10-year plan that’s now shaping the future of DWP’s customer experience.
To inform our decisions we follow a simple process:
1. Understand the Challenge
Every organisation is unique, so we start by listening.
For British Airways, that meant uncovering the root causes behind long wait times and agent burnout. With our findings, we highlighted opportunities to save £2.2M annually through smarter systems and automation.
2. Map Your Customers' Journey
We don’t just give you data—we craft actionable strategies.
Take DWP again: we designed a Target Operating Model and built a “model office” where scenarios could be tested and validated by government ministers.
3. Define the Path Forward
Finally, we turn all this research into a blueprint for better CX.
For Rentokil Initial, we pinpointed how to consolidate a global CX strategy, ultimately leading to a Genesys Cloud migration across 18 countries. This consolidation of resources helped save time and improved customer service.
Check out the actual projects we’ve undertaken and the results we’ve delivered.
Our experts deliver real outcomes, but don't just take our word for it!
£3M Consultancy Impact
Our Discovery process drove operational clarity across 30,000 contact centre seats for the DWP.
40% Efficiency Gain
Our recommendations helped streamline Rentokil’s operations and accelerate their CX transformation.
+18% FCR Increase
DAS Legal Expenses Insurance transformed their customer experience through Discovery, improving satisfaction while cutting costs.
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