The job
Protecting the relationship is the job. Yet most programmes read surveys from the few, miss signals from the many and rarely act before value is lost.
Flagship solutions
From the work we’ve delivered with CX teams, three areas consistently stand out for the value they can create: listening and acting across the moments that matter, seeing beyond the customers who respond to surveys, and predicting risk before value is lost. Think of them as a place to start, never a limit on where we can help.
Hear what customers are telling you and turn it into timely action. We connect feedback across touchpoints, journeys and service lines into one Customer Feedback Management operation, so teams can see what is happening, act at the moments that matter and close the loop before issues become lost value.
International luxury brand
Reimagine
Reengineer
We configured and optimised Medallia in a multi-language, multi-brand setup, integrated with CRM and internal systems. We designed targeted surveys for each touchpoint, made channels easy to use, set up close-the-loop processes for critical feedback and built dashboards for central teams and local offices.
Realise
See beyond the customers who answer surveys. We use predictive models to estimate NPS and satisfaction across the wider customer base, helping CX teams identify likely detractors and focus intervention where experience risk is greatest, not just where someone chose to respond.
European retail bank
Reimagine
Reengineer
We combined historical NPS responses with demographic, relationship and behavioural data to build predictive models that give each customer an individual likelihood of being a Promoter or Detractor. Scores were combined with customer-level drivers to identify priority segments and design differentiated close-the-loop actions.
Realise
Act before dissatisfaction becomes a complaint. We use predictive models to identify customers most likely to complain, understand the drivers behind their risk and trigger targeted preventive actions before issues escalate — reducing complaints, protecting customer relationships and lowering cost-to-serve.
European digital bank
Reimagine
Reengineer
We combined customer, banking and interaction data to build a predictive complaint propensity model. Each customer receives a regularly updated Complaint Risk Score, while the model identifies the behavioural and operational factors driving complaint propensity. High-risk customers are prioritised for proactive caring actions before escalation.
Realise
Our portfolio
Beyond the flagship solutions, we apply data and AI to the decisions that shape customer understanding, retention, service performance and lifetime value.
Connect channels, customer data, processes and performance into one service operation, improving customer experience while increasing agent productivity and reducing cost-to-serve.
Analyse customer conversations and interaction data at scale to surface sentiment, recurring themes and emerging issues that can improve products, communications and service.
Connected value
The customer’s experience doesn’t belong to CX alone. Connected with Marketing and Operations, customer signals can improve both the promise the business makes and the experience it actually delivers.
CX gives signals on friction, satisfaction, and what customers actually experience.
Marketing gets evidence to sharpen messaging, targeting and retention and close the gap between promise and experience.
Marketing gives CX customer value tiers and the expectations each campaign sets before the customer arrives.
CX gets context to prioritise retention efforts and align the experience to customer value.
CX gives Operations root-cause signals from interactions, complaints and recurring failure points.
Operations gets a clearer view of where process failures are creating customer friction, so it can prioritise fixes to reduce repeat contact, rework and cost-to-serve.
Operations gives CX visibility of where processes, automation and service changes affect the customer journey.
CX can protect the relationship as the operation changes, making the experience trade-offs visible before value is lost.
Why us
We define the outcome and the route to it, with people who have done it before, on technology you own and control.
We define the outcome before we start.
We take you from functional silos to a business that acts as one.
We bring people who have done this before, in businesses like yours.
We run what you have, or build what you keep.
How we engage
Both are equally valid and can run in parallel.
Option 01
Broad
We assess where you stand today, identify the highest-value opportunities and size the return before defining what to do first.
This is the best option when the priority is not yet clear, but the goal to improve performance is.
Option 02
Narrow
Bring us the problem, process or outcome you want to improve most. We'll define the business case, design the right intervention and take the first increment into production.
This is best when the priority is already clear and it needs a route to delivery.
Book a working session
Here is exactly what happens, so you can decide whether it's worth the diary slot.
We read your public numbers, your market and your technology footprint.
We map where value is leaking today and what is blocking it. You do most of the talking.
A shortlist of the opportunities worth sizing, an honest read on what is in the way, and a clear next step.
A one-page summary within two working days. Yours to keep, whether or not you engage us.
No pitch, no pressure. A working session with the goal of helping you to unlock value.
