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The challenge

Customers today are spoilt; they have access to rich experiences at their fingertips and get angry when they don’t receive the high quality service that’s become their expectation.  Organisations must meet these new needs but whilst 80% of companies believe they deliver a superior experience only 8% of customers feel that they actually receive one.

Our approach

How we can help you tackle your challenges

Shape your customer centric organisation

We help you set the direction for your organisation. A clear and compelling vision and a approach centred on the customer and their needs.

Put the building blocks in place

We work with you to put the building blocks of your customer centric organisation in place, driving aligned, efficient and effective operations.

Improve the customer operation

We deliver initiatives to optimise the customer operation in your organisation, maximising value from current teams and processes.

What we deliver

We deliver work to shape build and improve everything from customer insight and strategy to omnichannel engagement and delivery.

How we work

Our people

Meet our customer experts

Our people


Richard Goold

Richard has over 20 years’ consulting experience across the technology, public sector, financial services and insurance markets.

Client Director, Customer

James Easterbrook

James has 17 years of experience applying creative thinking to business challenges with his specialism in customer transformation.


Bhavesh Patel

Bhavesh is a highly experienced consultant with a passion for digital ways of working, driving operational and process efficiency, and making a real difference to clients' end customers.


Matt Coghlan

Matt is an experienced project and programme management consultant who combines strong PPM knowledge with significant expertise delivering change within customer facing business functions.

Barometer on Change 2017

Challenging Customers? Innovate, Collaborate, Engage

The pressure for organisations to meet customer demands is at a five year high. With new technology and innovation, customers are now receiving better products and services than ever before. In our 2017 Barometer on Change we explore how to approach the new risks and opportunities as customers are becoming exponentially more demanding.

Preorder the report

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Our Services

Strategy into action

Strategy into action

Long-term goals are essential for any organisation, but achieving those goals can be difficult. We can help you deliver your goals.

Strategy into action

Out of the ordinary delivery

Out of the ordinary delivery

We specialise in implementing large-scale, complex or unprecedented change projects, on time and to budget.

Out of the ordinary delivery

Establishing a culture of change

Establishing a culture of change

We improve your in-house processes, toolsets and skills so you can deliver change without external support.

Establishing a culture of change

Contact us

Get in touch with our customer experts

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