CRM Transformation Coach (Specialising in Salesforce)

Challenge:  You need a structured approach to implementing new  Salesforce capabilities.
Sample Activities:

• Co-define a realistic transformation plan 

• Coach you during your Salesforce Service Cloud or Non-Profit Cloud implementation.

• Provide change and risk management support.

Value: Increased CRM adoption, improved customer experience, and a streamlined service operation that enhances efficiency.

Customer AI

Challenge:  You want to leverage AI and automation in customer service but don’t know where to start or how to maximise impact without disrupting operations.
Sample Activities:

• Identify automation opportunities in service processes.

• Support you through implementing AI-driven solutions like chatbots, AI agent co-pilots and next-best-action 

• Ensure AI enhances both customer and agent experiences.

Value: Increased efficiency, reduced manual workload, and enhanced customer interactions through AI-driven insights and automation.

Human-Centered Design & Service Design

Challenge:  Your service strategy isn’t delivering the right customer outcomes. Customers and employees face friction in their interactions with your services.
Sample Activities:

• Conduct customer journey mapping and service blueprinting.

• Apply human-centred design to optimise service interactions.

• Align technology and processes with real user needs

Value: Improved customer and employee satisfaction, reduced service friction, and more intuitive service experiences that drive loyalty

Contact Center Technology Strategy & Optimisation

Challenge:  Your contact centre is inefficient, or failing to meet employee or customer expectations. You may be dealing with failure demand, low agent engagement, or outdated technology.
Sample Activities:

• Assess current contact centre maturity and technology stack.

• Co-develop a strategy for AI, automation

Value: Reduced costs, improved service efficiency, and enhanced customer satisfaction through smarter contact centre technology usage

Vendor & Partner Selection

Challenge:  You need to choose the right technology vendor, system integrator, or service provider but lack the internal expertise to navigate complex RFPs and vendor evaluations.
Sample Activities:

• Define vendor selection criteria based on business goals.

• Coach you through RFP processes and support you during evaluation.

• Provide insights based on years of experience working with vendors and integrators.

Value: Reduced risk in vendor selection, better contract terms, and a solution that truly meets your needs

Workforce Engagement & Knowledge Management

Challenge:  Your employees struggle with outdated knowledge systems, ineffective training, or a lack of engagement, leading to inconsistent service and higher turnover
Sample Activities:

• Assess, provide strategic guidance and roadmaps for improving WEM and Knowledge strategies, processes and platforms.

• Advise on best practices for embedding knowledge and learning into daily workflows to improve adoption and impact

Value: Higher employee productivity, better service consistency, and improved retention through an engaged workforce