Customer Engagement Consulting

From overall engagement strategy to optimising journeys and operating models, our consultants make your customer engagement more effective, whatever outcomes you seek.

Our purpose is to help organisations improve the experience for their customers by making it easier to engage and get the outcomes that will drive satisfaction, loyalty or long-term value.

In an increasingly digital world, we help our clients develop their customer engagement strategy as a ‘North Star’. This not only defines the principles that will shape their customer journeys, but also leads to an optimised operating model, which ensures competition and disruption are mitigated, innovation is applied effectively and better outcomes are delivered at the right cost.

Our team of experienced consultants and practitioners take a robust, analytical approach – an  integral part of which is to help our clients build a consensus and secure approval to implement the changes that will improve customer engagement, and deliver better outcomes and sustained value.

This method has repeatedly delivered for clients in different sectors, geographies and of different sizes.

Our customer engagement consulting solutions help our clients answer key questions they have such as whether their operating model is delivering the optimum value at the right cost, or how they should respond to innovation or disruption in the market.

Our Approach

Our flexible approach helps clients define their vision and strategy for customer engagement and assess what gaps they face in delivering deliver this. We work with you to identify the innovation you need to enhance customer journeys and optimise your operating model to deliver better outcomes for you and your customers.

Our consulting approach is made up of the following solutions that clients can combine or select individually depending on your need.

Customer Engagement Consulting Solutions

Customer Engagement Strategies

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Developing an Innovation Roadmap

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Enhancing Customer Journeys

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Designing an Optimised Operating Model

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Building the Business Case for Change

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Meet The Specialist

Chris Mcilduff

Managing Director of Ember Services

With 20 years’ senior technology and operational leadership experience, Chris is a vastly experienced consultant and customer operations professional. His background includes technology, customer operations and commercial roles and he has built and led online, contact centre and back office services for organisations including AA Insurance, esure, Hiscox, Santander, Sky and the US Government.

As Managing Director of Ember Services, Chris is still regularly involved in client projects, and focuses on improving client’s capability while delivering clear business outcomes and improved customer experiences.

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