Because Life Changing Impact relies mostly with the human experience.
Is your culture aligned and empowered to deliver their best to the vulnerable customers and citizens they serve?
Using our Customer Trust Model to align leadership and culture. Instilling distinct behaviours, policies and ways of working in how the organisation serves the vulnerable, for maximising inclusion and trust.
Customer Trust Culture Survey
Leadership Visioning and Alignment Workshops
Organisational Policy review, design and implementation
Employee Behavioural design and Implementation
Recognition and Reward alignment
Customer Advocacy - Executive and Board Advisory Role
Because Life Changing Impact starts with the clarity of why and how to make the right change.
Do you know who your vulnerable segments are? Are you confident in the value you provide?
Using our Customer Experience Framework to define the key segments of vulnerability you are choosing to serve, designing tailored experiences for meeting their needs, and identifying the capabilities for profitable delivery.
Purpose and Vision Setting
Growth and Profitability analysis
Investment Case development
Because Life Changing Impact lies in bold innovations that new technologies provide.
Are you innovating for radical changes in the outcomes and experiences of your vulnerable customers?
Using our Customer Design Playbook to explore Digital Innovations that can radically shift the Customer Experience whilst improving profitability. So that Life Changing Impact can be achieved in ways otherwise un-imagined.
Ethnographic based research
Unmet needs analysis and insights
Digital Discovery Tours
Customer Co-Design and Prototyping
Agile-based business case development
Because Life Changing Impact often lies in the smallest of changes.
Do you know where your next three areas lie for improving the experience you deliver to vulnerable customers?
Using our Customer Interaction Model to assess current performance in servicing vulnerable customers - and identify priorities for optimisation and profitability improvement.
Customer Sales Optimisation
Customer Service Optimisation
Voice of Customer Optimisation
Customer Reporting and Measurement