Consulting
OUR APPROACH
The Customer Driven Consulting team are experts in helping our clients design and deliver industry leading Customer Experiences and Service Operations.
Our business led approach starts with developing a strong understanding of our client’s business, needs and strategy which we use to inform the change roadmap for delivering practical business outcomes. We take a holistic approach to understanding performance across people, process, technology, data and other dimensions.
We use our insights to develop and deliver change programs aimed at delivering the highest returns on investment and strategic benefits.
We are known for the strength of our team, our approach and our methods. Our team has extensive functional and industry expertise – we are foremost practitioners focussed on delivering outcomes.
Our projects typically benefit all stakeholders – employees, customers, shareholders and regulators – and deliver measurable benefits including retention, conversion, growth, satisfaction, efficiency, effectiveness, compliance, risk reduction and brand value.
"Transforming the contact centre is about more than technology; it's about creating a culture of continuous improvement."
Australian Business Review
OUR SERVICES
Customer
Experience (CX)
Our CX experts help you define what is important to your customers across every touchpoint of their journey and deliver capability to enable repeatable CX experience that meets or exceeds customer expectations.
- Customer Experience Strategy
- Human / Customer Centred Design
- Product, Service and Journey Design
- Voice of Customer Programs
- Customer Research
Operational
Performance
Using data and insights, our skilled operations experts work alongside your team to design and deliver changes that have the highest return on investment and are aimed at achieving the objectives for your operation.
- Operations Assessments and Health Checks
- Business Transformation
- Cost Reduction
- Risk Reduction
- Complaint Handling
- Outsourcing and Insourcing Advisory
Digital
Operations
Our experienced consultants take a pragmatic approach to assessing your current approach to AI and digital services to inform the design and delivery of business case driven digital and online solutions.
- Self Service and Digital Strategy
- AI Readiness Assessment and Roadmap
- Business Case Development
- Platform Assessment
- Virtual Assistant Advisory
- Technology Advisory
- Project Delivery
Customer
Interaction Platforms
Our experienced team will help you tackle the challenge of designing and delivering integrated contact centre and CRM technology platforms that deliver end to end omni channel interactions in the most efficient and effective manner.
- Business Architecture, Capability and Systems Architecture
- Platform and Requirements Advisory
- Customer Relationship Management
- Useability / Digital interaction
- Project Delivery
"Customer experience is the new battleground for businesses, and contact centres are at the frontline."
Gartner
Access to expertise, specialised experience and knowledge that may not exist within your organisation.
Unconstrained and objective insights and perspectives that are difficult to obtain from an internal team.
Speed to outcomes that can’t be achieved when resources are dealing with competing priorities.
We can accelerate the delivery of change allowing your team to stay focussed on core business functions.
Access to current industry, market knowledge and best practice across functional activities and industries.
Access to Customer Driven internally developed methods, practices and frameworks that are used in our Consulting engagements including operational edge, human centred design, workforce planning, knowledge management, training, sourcing, discovery, delivery and AI.
Accountable, Cost effective and Flexible, our approach is underpinned by our values and focussed on delivering sustainable outcomes for our clients.