Capabilities /

Customer and digital

Customer and Digital

We design and create solutions that work for customers and businesses, and help our clients set themselves apart from the competition – whether they’re a global market leader, a national treasure or a challenger start-up.

We’re successful because we care about outcomes, helping our clients do things right, while doing the right things for their customers.

We are a passionate mix of digital strategy professionals, experience designers, operations experts, product owners and specialists from marketing, sales and service. Diverse in our perspectives and backgrounds but unified by a deep customer obsession, and a pragmatic and commercial approach to delivery.

FIND OUT ABOUT OUR WORK

Salesforce Transformation at Global Wealth Management Company

How we defined and delivered a new digital operating model across UK and Asia powered by Salesforce

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Digital transformation of a retailer

Transforming a market leading retailer to become a digital company with physical stores and a human touch

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Sales strategy for a global industrial software provider

Enhancing the sales strategy of a global industrial software provider to enable successful growth and global expansion

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Overhauling customer service for British Gas and saving £30 million

What if you could give your customers better experiences and cut operating costs?

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Working with Netherbeer Nederlands, we helped the Netherlands’ grid get to grips with solar

Every day, new solar panels are installed across the Netherlands. Each one is a step towards a greener energy system – but only if that system is set up to use them.

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Creating a culture of efficiency that saved a global universal bank more than £100m

How do you encourage a mindset of efficiency, collaboration and continuous improvement in everybody across a global organisation?

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KEEP ONE STEP AHEAD

Sharing our thinking with you

OUR THINKING

Twelve Shifts of Digital

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OUR THINKING

Are you doing the right thing for vulnerable customers and your business?

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Adapting products and services to stay relevant post-Covid

Caitlin Jones

Caitlin Jones

Senior Manager | Customer and digital | London

OUR THINKING

Become Digital

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The Uber-isation of contact centres beyond Covid-19

Vanessa Clark

Vanessa Clark

Partner, expert in customer experiences and digital

OUR THINKING

Digital by Default

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Insight for your instincts: A data driven approach to sales and go to market strategy

Ric Dudley

Ric Dudley

Director | Products and services | London

EXPLORE MORE

Meet members of the team

Vanessa Clark

Vanessa Clark

Partner, expert in customer experiences and digital

"Customer expectations are ever changing. Capability of new technologies is constantly evolving. Ways of working demand greater agility. We help our clients understand their customer and user expectations and how they can harness new technologies and ways of working, to improve what they offer."
 

Justin Miles

Justin Miles

Director | Customer and digital | London

"Customer expectations of products, service quality and channel choice are growing exponentially. Companies have to set themselves up to meet these ever changing customer needs. That starts with having the right customer strategies, capabilities (e.g. Service Design, Product Ownership) and operating models in place to be flexible enough to design and build customer centric offerings with pace and agility."

Focus on your sector

Digital Transformation

Most business leaders have long recognised that digital is both a threat and an opportunity. We help clients decode digital to understand disruption, successfully transform and define their path to becoming a digital enterprise.

Vision and Strategy

Having a unifying vision and executable strategy has never been more important. Traditional approaches to strategy development are often insufficient, so we base ours on a commitment to pragmatism, co-creation and value.

Customer Experience, Products and Propositions

Customers are expecting faster, transparent, and more engaging experiences than ever before. We support our clients to create experiences and propositions to focus on the greatest customer and commercial value.

Customer Service, Sales and Marketing

Businesses are constantly evolving the way they interact with customers at every touch point. We take an integrated, data-led approach, proven to help our clients deliver greater value at accelerated pace.

Customer Engagement Platforms and Technology

Understanding the customer technology landscape is key to what we do. We use this knowledge to help clients define their digital vision and strategy, supporting them to shape, accelerate and deliver successful programmes.

GET IN TOUCH

Would you like to work with us or find out more?

Get in touch