Capabilities /

Customer and digital

Customer and Digital

We are passionate customer advocates who improve commercial performance by helping businesses understand, anticipate and meet their customers’ needs.

We are leaders in designing and delivering new or improved user experiences that work, combining our core capabilities of customer sales and service transformation, digital transformation, service design and product ownership with our industry expertise.

Meet members of the team

Vanessa Clark

Vanessa Clark

Partner | Customer 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

"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."

Lisa Chiba

Lisa Chiba

Director | Customer and digital

Focus on your sector

Product ownership

Businesses can struggle to keep pace with customer expectations. Our product owner approach helps organisations evolve from traditional delivery models to a more agile, customer-centric design process. We help organisations build or refine their capability and we can also provide interim product owners.

Customer service transformation

We help clients transform customer service across multiple channels. We help build customer and contact strategies, co-create customer journeys, leverage AI and automation capability and deliver tangible efficiency and customer experience improvements.

Sales transformation

We design and deliver sales effectiveness interventions and strategies to enhance revenue, maximise profit and deliver innovative customer and employee experiences. We understand the complexities of embedding a high-performing sales team and work with our clients to accelerate sustainable growth.

Service design

We place customer needs at the centre of a transformation process. Our service design approach considers all customer contact across every channel and touchpoint. We employ our product owner and industry expertise to adopt rapid prototyping with a focus on agile iteration.

Digital transformation

We help clients answer: “What would your organisation look like if you launched as a new business today?” By facilitating the answer to this question, we create innovative but achievable roadmaps to fundamentally transform organisations into agile leaders in today’s digital world.