Sustaining Customer Experience

Two factors put your customer experience under pressure. 1) Customer expectations forever change. 2) As organisations grow, they divide into specialist teams (aka functions). These factors challenge your team and change the experience you deliver. While we offer CX Projects to boost Customer Experience, one off changes eventually become obsolete. So, we recommend clients embrace...

Delivery Skills:

customer experience Business Strategy change management Project Management
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Customer Experience Projects

Sometimes our Customer Experience needs a boost, often when external factors create additional needs and expectations. A CX Project boosts your business when customers are less happy than they once were. Learn about CX while delivering tangible benefits with a CX Project.

Delivery Skills:

customer experience Business Change Management & Communication Project Management Benefits Management
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Customer Experience Workshops

CX workshops familiarise teams with CX Concepts while driving commitment to fix, improve or transform customer experience.

Delivery Skills:

customer experience Workshop facilitation
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Sales team turnaround

GFI Software, a SaaS MSP provider catering to the small to mid market of MSP’s Had neared market saturation and their SaaS business model was becoming unpredictable and revenue growth was falling.  

Skills:

sales effectiveness Sales Enablement Sales Team Transformation Salesforce.com
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Turning around an underperforming PMO team

SHL’s Digital PMO team were being set up to fail; under-resourced, low on motivation and with ill-defined roles that were not appreciated by the wider organisation.

Skills:

PMO People Management Recruiting TOM (Target Operating Model) Portfolio Management Agile implementation coaching and mentoring
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Transitioning to Lean & Agile delivery in a global tech company

SHL’s product delivery approach was unable to support its new digital transformation strategy.

Skills:

TOM (Target Operating Model) Business Change Management & Communication Agile implementation coaching and mentoring Product Lifecycle Management Digital Governance Project Reporting Continuous Improvement
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Tech Co-Founder for B2B SaaS & Services business

A former colleague identified that there was an opportunity for a business offering B2B SaaS and associated services within the Supply Chain space, so three of us decided to found a company to address this opportunity.

Skills:

Agile PM Practioner business and it operational processes Business Management
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Professionalising and scaling tech teams in early stage businesses

This story applies to three organisations, all relatively early stage tech businesses (revenues up to about £3-£4m). In both cases the CEO had determined that in order to scale the businesses they need to professionalise and scale their tech teams. In general morale was relatively low, projects were not being delivered, priorities were not fully...

Skills:

Project Planning and Management Project delivery
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