Consulting I Professional Services I Managed Services

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Who we are

We partner with organisations to improve service, increase revenue and reducing operating costs, by understanding their customer experience, then designing their organisation and services around customer value insight, and the smart use of technology.

We specialise in supporting businesses who are looking to navigate the complex world of CX transformation.

Under pressure to improve service, reduce costs and deliver results quickly, it’s easy to jump for what seems to be the simple solution - but the risk is that the root causes of poor service and unnecessary costs are not being tackled and as a result, they become hard-coded into new solutions. Little wonder that tech projects alone seldom deliver promised benefits.

We believe the starting point for any improvement programme is to really understand the reasons why your customers are contacting you, and we’ve developed a way of doing this that’s guaranteed to uncover fresh insights.

We help you to join the dots, connecting the different elements of the customer experience, to identify the most impactful points of leverage to drive improvement in the organisation.

Your organisation design, processes, technology choices, offshoring strategy - even your reward model - will all be shaped around ensuring customers can transact with far less friction.

Our leadership team

  • Sean Keane

    CO-FOUNDER AND MANAGING DIRECTOR

    Sean has led, grown and sold CX technology and consulting businesses, and has a strong background in Op Model design, technology and process. He’s led complex programmes and teams for companies like Davies Group, Ember and Capgemini on behalf of brands like RSA, Tesco, BUPA, The British Council, Thames Water, Disney Channel and HMRC.

    He’s a certified Customer Experience Professional (CCXP), PRINCE2 qualified and practitioner of Systems Thinking based methods. He’s also pioneered the development of Digital Twins for Organisations (‘DTO’) in enterprise applications for Operating Model, Process & IT programmes.

  • Rob Wilson

    CO-FOUNDER AND OPERATIONS DIRECTOR

    Rob has worked internationally as an award winning leader and transformer of large contact centre and back office operations, and is a recognised expert on Systems Thinking in service organisations. Previous companies include Aviva, RAC, Marsh and Hyperoptic.

    Well known as a coach and support to C-Suite executives, COOs, and Operations Directors to help them think critically, quickly get to root cause issues and build immediate action plans.

  • Darren Coomer

    DIRECTOR

    Darren is the founder and CEO of The S&A Group. An accomplished entrepreneur, corporate CIO, insurance and regulated board executive. He’s led and delivered global scale organisational transformations and M&A’s and leads an active VC fund for technology and service incubators in FinTech, Web3 and AI.


    An active member of the Service Economics Board focused on strategic growth and oversight.

Our delivery team and associates

  • Deena Draper

    Deena is a seasoned customer service expert with over 18 years’ experience working alongside organisations of all sizes in the UK and internationally. She has helped senior leaders understand their operations and develop internal capabilities to realise measurable improvements. 

    Deena specialises in large scale CX transformation programmes, customer journey and business process mapping, and is an expert on Systems Thinking in service organisations.

    Previous companies include Aon, HBOS, BNP Paribas and Aviva.

  • Amy Scott

    Amy is a highly experienced service design expert who has worked with numerous blue-chip international brands to help them improve service and deliver better CX.

    She has a reputation for creating highly effective initiatives and programmes that make a real and measurable impact.

    Previous Clients include Ikea, Toyota, AEGON, Nationwide and Nuffield Health.

  • Matt Stirland

    Matt is an experienced operations and transformation director with over 20 years experience leading sales and service teams in Financial Services.

    A qualified accountant, Matt brings strong analytical capabilities, along with an ability to solve complex business problems.

    Matt has specialist knowledge of the pensions and equity release markets.

    Former companies include Aviva and Age Partnership.

  • Agata Krokowska

    Agata is a former EY Advisory Consultant in Customer Strategy and Performance Improvement, who has played a key role helping leading UK FS organisations succeed with large and complex CX and digital transformations.

    Areas of expertise include CX and EX design; End-to-End Customer Journey redesigns; digital transformation and business analysis.

    Former companies include EY, Metro Bank, Financial Times and Baltic Exchange.

  • Will Trump

    Will is a behavioural scientist who specialises in helping businesses improve CX by focusing on customer behaviour.

    He also uses predictive analytics to uncover new drivers of customer behaviour through the analysis of past data.

    A former Head of Behavioural insights group at Swiss Re, Will has subsequently run over 70 trials with different clients, showing how small changes to context can make a big difference to customer behaviour.

  • Sandra Vickery

    Sandra is an experienced UX and Service Designer who has over 20 years experience in digital and design spanning consumer products and services through to regulated industries like Healthcare, FinTech and InsureTech.

    Sandra is an expert in design thinking and systems thinking, highly skilled at reviewing business workflows, and product/service offerings including proposition, marketing and service design, and other digital practices.

    Previous companies and Clients include BT, Open GI, and Sky.