Dare to be great

We help organisations deliver outstanding customer experiences

Excellence is becoming the new normal

Customer experience is today's competitive battleground. 
  • Customers expect you to deliver the great experiences they enjoy with the worlds best. 
  • Digital is fuelling increased expectations. 
  • New attitudes are demanding different behaviours from you. 
Only exceptional performance will make you stand out.

"Great customer experiences happen because the whole organisation is aligned behind a single vision of what great looks like and is constantly adapting to meet changing expectations – predicting the future and ready when it arrives."

It's time to think differently

Let customers guide you to brilliant performance

Meet the Partners

Our Partners are highly experienced change leaders passionate about and experienced in helping organisations to centre everything that they do on the needs of their customers.

We are practitioners, not just thought leaders and advisers. We ‘roll our sleeves up and get stuck in’, and have been at it for nearly 20 years.

Kevin Waters

A highly regarded ex-big 4 consultant, Kevin has spent the last 17 years working globally with major service brands and local authorities to develop and put into practice insight-led strategies to drive consistently brilliant customer experiences.

His specific expertise is in customer insight, customer centred operating model design and people related change. As a pioneer in customer centred change, he has been sought out to help develop methodologies for several leading firms. He has also been an advisor to boards and leadership teams.

As a Philosophy graduate, he brings significant depth of thought and logic and as a certified 6 Sigma Black Belt, he is highly rigorous in approach and has a relentless focus on empirical benefits.

Nick Vat

As a charismatic entrepreneur and deeply experienced change leader, Nick has been highly effective in creating culture change among leaders and front line teams alike. By bringing about fundamental changes in beliefs, Nick has helped his clients to make significant leaps in their ability to deliver great customer experiences.

His expertise in cultural transformation is complemented by deep capability in digital enablement and leadership development. He is primarily a leader of customer experience transformation programmes but is also highly valued as a conference speaker on this topic.

Equally at home mentoring senior leaders and engaging customer-facing teams, Nick is able to join the dots between strategy and execution.

CONTACT US

Customer experience

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