Consulting I Professional Services I Managed Services
Our Methods
We've developed our methods and tools over many years of leading and transforming large and complex organisations.
Our structured methods are proven to unlock learning that allows improvements to be identified and implemented across operations, people, process and technology.
We work with you to embed this learning and this way of working into your teams, to ensure change is sustainable. Our methodology places the customer at the centre of everything we do, designing an operating model, processes and technology solutions that work for your customers and your bottom line.
Our core methodology - Connected CX
Our core methodology is based upon Systems and Design Thinking principles and 25+ years of CX and service operations, process, IT design and improvement.
Our 5 stage approach begins with a learning phase where we work with you to uncover insights on how well customers needs are currently being met.
Our model is adaptable to each client’s requirements and environment, but is always user-centred and systemic.
Customer centred CX
Whether you are seeking to improve CX, get a firmer grip on operational processes, or refresh your CX technology, Service Economics methods place the customer at the heart of all improvement.
To understand the drivers of an organisation’s performance, during the “Learn” phase our Customer Value Assessment looks at the role played by 7 key elements - technology, channels, people and culture, leadership, data, location, regulations and processes. Our approach ensures:
a true outside-in “customer’s eye” view of your organisation
visibility of good costs vs bad costs
cross organisational alignment
a smooth customer journey at every stage
regulatory compliance
better, sustainable and personalised service
lower costs.