Customer Service Transformation
Customer service transformation is now a crucial point of differentiation. But, with the proliferation of customer touchpoints and the complexities of digital, achieving it is challenging. Those who deliver compelling multi-channel experiences and solve customer issues quickly and efficiently reap the benefits – enjoying stronger brand loyalty, retention and advocacy.
Our Solution
We help organisations develop and deliver a holistic approach to their customer experience management.
We do this by balancing ambition, capability, costs and outcomes. Evolving a roadmap that includes tools and technology, capability development, communications, and revenue generation opportunities.
All underpinned by data and insight. Ensuring a robust set of metrics to benchmark performance, monitor change, and optimise service levels on a journey-by-journey basis.
Suzie Leckie
Partner, Customer Service Experience

Solving These Challenges and Bringing These Benefits
Challenges
Benefits
What We Do
Our proven methodology spans all areas of (digital) Customer Service Transformation. Offering a comprehensive blueprint that identifies where improvements can be made and the interdependencies between them. Setting the scope of the transformation approach that is prioritised and road-mapped through the delivery process.
Customer Service Strategy
Capability Enhancement
Contact Channels and Metrics
Customer Journey Mapping
Communication & Knowledge Management
Chat & Assisted Service
Systems, Platforms & Software
Development & Operations
Leadership & Organisation
How it is Delivered
We deliver the transformation programme based on four core principles; comprehensively evaluate all dependencies, but only do what is needed, achieve benefits quickly, and progress in a planned and agile manner. Delivered through 5 stages:
1. Initial Programme Governance & Delivery Framework
Governance is deployed to speed decision making and enable programme control.
An initial programme framework is created for all stages of the transformation – planning, execution and iteration – to ensure timescales are clear, benefits are delivered, and the transformation occurs at pace.
DWG strategy experts support this stage
2. Insight & Gap Analysis
Analysis of the customer service function and adjacent areas is conducted to create a fact-base across all areas of the proven blueprint. Highlighting current status and through appropriate measurement, identifying candidates where change can assist the business goals.
Additional analysis also highlights the organisation’s capability to undertake change.
DWG strategy experts support this stage.
3. Transformational Plan & Roadmap
From the analysis, the transformational strategy and planning occur, with a laser-focused objective to invest in changes that will improve business performance.
Work is conducted with the customer service senior leadership team, commercial functions and DWG experts to develop the transformational strategy.
Identified improvements and change capabilities are subjected to a cost-to-benefit, time to deliver, and strategic importance review. Informing on the level, benefits and ROI of the full transformational investment and facilitating adjustments from an overall affordability perspective. Prioritisation then occurs.
Outputting the transformational roadmap. Supported by critical success KPIs.
DWG strategy experts support this stage.
4. Integrated Delivery & Governance
The transformational roadmap guides the transformation. With ‘planning and change’ controlled and measured centrally to ensure all elements of the plan happen at the right time and clear reporting informs all stakeholders of progress and success.
While central planning controls the overall programme, delivery happens via agile sprints, cross-functional working practices, and organisational empowerment to deliver benefits quickly. Growing success and momentum.
All supported by clear and meaningful internal communications to reduce fears and enable buy-in across the full organisation.
DWG delivery experts support this stage.
5. Measured, Iterated, Controlled & Communicated
For all stages and streams, critical success KPIs are used to measure success and the need for iteration. Baking adaptability into the approach to ensure agility to any changing conditions and business goals.
DWG execution experts can support this stage.
Some of Our Clients
