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Customer Strategy and Evaluation

Confidently transform your service delivery for improved experience and investment

Winning organisations create exceptional customer experiences by making strategic, evidence-based investment decisions.

Whether it's transforming a current service or defining new services, we help you design the right service model and invest in high-impact opportunities that achieve service quality and operational excellence.

How we help

We assess your entire service ecosystem – from customer touch points to behind-the-scenes operations.

Our data-driven approach identifies opportunities that both enhance experiences and reduce costs. Using our expertise in operating model and service design, we help create a streamlined service model that works for your customers, context and organisation.

What we deliver

  • ‍Service delivery vision aligned to future needs and market demands.‍
  • Strategy development that creates a clear view of where to invest‍
  • Service model design outlining the external experience and internal delivery environment.‍
  • Benefits case with clear ROI to secure investment and enable decision-making‍
  • Step-by-step implementation guidance to realise strategic benefits quickly and effectively‍
  • Governance and measurement frameworks to track performance and continuously optimise and improve

Ready to transform your service delivery?

Schedule a discovery session with our team to discuss how we can help you evaluate and optimise your service strategy.

Schedule a call

Megan Crawford

Head of Public Sector Practice

Raj Mendes

Founder & Managing Director

Our Service Evaluation and Strategy Toolkit

Our expertise combines multiple specialised tools and methods to develop a comprehensive understanding of your service ecosystem.

  • Service Design
  • Service Blueprinting
  • Service Model Evaluation
  • Service Delivery Strategy
  • Continuous Improvement Framework
  • Value Stream Mapping

See what else we do

Experience Design

Create seamless experiences that drive measurable increases in satisfaction and loyalty while streamlining operations. Our human-centred approach balances user needs with operational realities, delivering practical solutions that delight your customers.

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Operational Excellence

Achieve sustainable cost reduction while enhancing service quality through streamlined processes and improved capabilities. We identify efficiency opportunities that maintain or improve the quality of experiences delivered.

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Technology Enablement

Maximise the ROI from technology decisions through strategic alignment of people, process and system. Our approach ensures implementation enhances the quality of experiences and operational performance now and in future.

Learn more
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