Multi-phase engagement with global entertainment business

Team of consultants providing analytical, advisory and mobilisation services

Assessed capability against best practice across numerous dimensions of global digital customer service delivery

Developed set of bespoke models and methodologies:

Long-term relationship with award-winning UK property management business

Supported owner to identify strategic and commercial priorities

Worked with executive team to build leadership capability across the business

Developed operating model for managing change and process improvement

Engagement with European data and insight business

Worked in close collaboration with Customer Service Director, his executive colleagues, and CS team members

Model drew on on best practice CS strategies from range of comparator organisations

Co-created strategy plus mobilisation and resource plan

Client left with knowledge, skills and momentum to implement