Consulting Services
From signal to diagnosis to proof.
Each discipline stands alone. Together they form a single evidence chain: what customers experience, why it happens, and what changing it is worth.
01 — Listen
Voice of Customer & Surveys
Survey programmes that people actually finish, and that produce decisions rather than dashboards. NPS, CSAT and CES designed around moments that matter.
- Relationship and transactional programme design
- Question science, sampling and response-rate recovery
- Closed-loop follow up for frontline and executive tiers
- Benchmarking and driver modelling
02 — Measure
Digital Analytics
Behavioural truth to sit alongside stated feedback. Clean tagging, trustworthy funnels and journey measurement that survives an audit.
- Measurement frameworks and tagging governance
- Journey and funnel instrumentation
- Experimentation and conversion diagnostics
- Blending behavioural and attitudinal data
03 — Serve
Contact Centre Experience
Reduce contact that shouldn't exist and improve the contact that should. Demand analysis, quality frameworks and advisor enablement.
- Failure demand and repeat-contact analysis
- Quality and coaching frameworks
- Deflection without abandonment
- Workforce and channel mix modelling
04 — Converse
Live Chat & Messaging
Chat and messaging estates tuned for containment, conversion and courtesy — with clear rules for when a human should step in.
- Proactive chat targeting and triggers
- Bot-to-human handover design
- Conversation quality scoring
- Sales assist and conversion uplift
05 — Augment
AI in Customer Experience
Pragmatic AI: summarisation, agent assist, intent detection and generative analysis, deployed with guardrails and measured against real outcomes.
- Use-case shortlisting and value cases
- Agent assist and auto-summarisation
- LLM-based intent and sentiment classification
- Governance, evaluation and human oversight
06 — Understand
Text & Speech Analytics
Unstructured feedback turned into a reliable taxonomy — verbatims, calls, chats, reviews and complaints, coded consistently over time.
- Taxonomy design and model tuning
- Complaint and vulnerability detection
- Emerging-issue alerting
- Theme-to-financial-impact mapping
07 — Diagnose
Root Cause Analysis
Symptom to source. We connect feedback, behaviour and operational data to identify the small number of causes creating most of the pain.
- Cross-source triangulation
- Driver and Pareto analysis
- Process and policy failure mapping
- Fix prioritisation with owners and dates
08 — Recover
Digital Leakage
Find where digital journeys quietly hand customers to the phone, to a competitor, or to nowhere at all — and value the leak.
- Journey abandonment forensics
- Digital-to-assisted channel leakage sizing
- Form, auth and payment failure analysis
- Recovery roadmap with modelled savings
09 — Retain
Churn & Retention Analysis
Predictive and explanatory churn work that tells you who is leaving, why, and which intervention is worth funding.
- Churn propensity modelling
- Experience-to-attrition linkage
- Save-desk and offer effectiveness
- Lifetime value protection
10 — Prove
CX ROI & Value Analysis
The financial case for experience. We link CX movement to revenue, cost-to-serve and retention so investment survives the budget round.
- Experience-to-financials linkage models
- Cost-to-serve and failure-cost sizing
- Business case development
- Benefits tracking post-delivery