CX consulting
CX consulting that gets implemented, not shelved
Three practices and five fixed-scope diagnostics. Each one starts with a clear baseline and ends with a prioritised, evidenced value case. Because we also run live contact operations, we can deliver what we recommend.
Where value sits
Value compounds or leaks in your contact centre
You can’t reliably improve quality, effectiveness or efficiency if you aren’t measuring the basics.
Where value compounds
RetentionCross-sellBrand advocacyLower cost to serve
Where value leaks
ChurnComplaintsRefund costAvoidable operating spend
Our practices
Three practices, five fixed-scope diagnostics
Measurement & Operating Model
- The problem
- Changes are made without a baseline, so no one can prove what worked.
- What we do
- Baseline the KPIs that matter (FCR, CSAT, speed of answer, abandonment) and assess operating model maturity.
80/20service level standard
<5–8%typical abandonment
70%+good FCR
Diagnostics
CX Measurement Diagnostic & BaselineOperating Model Maturity Assessment
Workforce Management
- The problem
- Volume spikes overwhelm teams, while labour leaks away in quieter periods.
- What we do
- Right-size WFM to your scale, from spreadsheet discipline to enterprise tooling, across forecasting, scheduling and intraday.
40–66%lower wait times¹
5–30%lower attrition¹
10–25%less overtime¹
Diagnostic
WFM Maturity & Target Operating Model
AI & Automation
- The problem
- Fewer than 5% of CX-focused AI initiatives reach scale.²
- What we do
- Identify which contacts to automate, from simple FAQs to full workflows, which to protect for people, and prove it in a focused pilot.
3automation tiers
5step readiness plan
1focused pilot
Diagnostics
Contact Handling, AI & Deflection Value AssessmentConversational AI Pilot & Scope for Value
Strategy through to delivery. Unlike pure advisors, we also run live contact operations, so our recommendations get implemented, not shelved.
¹Ranges from published WFM vendor and Forrester TEI case studies; outcomes vary by size and maturity. ²CCMA, Delivering AI Project Success.
How an engagement runs
From diagnostic to partnership
Consulting-led, so every change is baselined and every gain is measured.
Phase 1 · weeks 1–4
Diagnose
Map contact drivers, volumes, cost to serve and SLA performance.
CX Measurement Diagnostic & BaselineAI & Deflection Value Assessment
Outcome: a prioritised value case
Phase 2 · weeks 5–10
Pilot
Launch AI on the top intents and cover overflow and out-of-hours for one contact type.
Conversational AI Pilot
Outcome: evidence from live contacts
Phase 3 · week 11+
Scale
Move agreed contact types onto a managed service or gain share model, with quarterly value reviews.
Managed CX or gain share
Outcome: costs that scale with you
Questions buyers ask
CX consulting FAQs
Most fixed-scope diagnostics run for about four weeks, depending on data access and the number of sites and channels. We confirm timings in a free scoping session.
Contact volumes by reason and channel, service level and abandonment data, staffing and schedules, QA scores and any CSAT or NPS. Where data is missing, building the baseline becomes part of the work.
No. Many clients use consulting alone. Because we run live operations, we can also pilot or deliver changes if you want us to.
We agree a baseline first, isolate each change, then measure the result against it, so the value case is evidenced rather than estimated.
Next steps
Let's talk about what great looks like for your customers.
- Scoping sessionTalk through your call types, volumes, pain points and goals.
- Diagnostic and baselineMeasure the basics and build a clear, prioritised value case.
- Pilot and measureGo live on a defined scope and review results together.