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, whether it be about vulnerable customers, loyal customers, new customers, customers who we talk to online or customers who we talk to offline. We care about anyone who interacts with, and thinks about, customers. We care about outcomes – for customers and businesses – not just suggested next steps and we help our clients do the right things for their customers, and do things right – in that order.

Our people are at the heart of what we do. We are a passionate mix of digital strategy professionals, leading experience designers, operations experts, product owners and sales and service gurus. Diverse in our perspectives and backgrounds but unified by a deep customer obsession, and a pragmatic and commercial approach to delivery.

KEEP ONE STEP AHEAD

Sharing our thinking with you

31 January 2020

Are you confident you know what Digital means to you?

Ben Morgan

Director | Customer and digital | London

19 February 2020

Twelve Shifts of Digital: Vision and Strategy - Ecosystems

James Beckett

Senior Manager | Customer and digital | London

10 May 2019 Our thinking

Vulnerable customers

19 September 2018 Our thinking

Supporting vulnerable customers is more than a CSR responsibility

Elliot Johnstone

Manager | Customer and digital | London

EXPLORE MORE

Meet members of the team

Vanessa Clark

Partner | Customer and digital | London

"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

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

Customer and digital vision and strategy

We help clients to re-imagine how they serve their customers. We help shape and transform their digital strategy and design customer journeys to help them grow, compete and adapt in the digital era.

Proposition delivery

As a human-centred consultancy we inherently understand the power of great design to develop brilliant customer experiences. We use our service design approach to co-create the right solution for our clients. We leverage our product owner expertise to lead the end-to-end delivery of that solution to maximise customer and business value.

Customer and digital operations

We take a digital-first approach to streamline the day-to-day operations of our clients, resulting in significant business benefits by meeting their customers’ evolving expectations and driving efficiency. We can do so because we understand the levers to pull - including eliminating demand, getting customers to the right place, automating interactions and optimising operations. Our approach is customer-centric and data-led, with a focus on delivering tangible value to both top and bottom line results.