A working set of internal presentations and interactive tools. Each is a self-contained file. Select one to open.
A journey designed to reframe contact centre conversations from optimisation to optimisation and growth. Covers the landscape, planning for growth, and three dimensions: people, technology, and operations.
See Presentation →Explains a future built on Total Experience, and why the contact centre conversation therefore has to start further back.
See Presentation →An interactive map used to structure a client meeting or workshop. Connects the customer lifecycle to the delivery model, technology components, provider coverage and roadmap so the whole model is on the table in one place.
See Presentation →A worked example of an end-to-end client dashboard used to shape a proactive pitch. Runs from customer insight and competitor analysis through opportunities, operating model, readiness and the proposed journey together.
See Presentation →The Customer Service Evolution journey rebuilt for a single client. Same structure and argument as the master deck, framed and populated with the client's own context and data.
See Presentation →The Total Experience framework applied to a client, with sector context, a maturity assessment, and a roadmap that can be used to plan the client's roadmap together with them.
See Presentation →An example of the deep research and competitive analysis produced ahead of a bid. Positions the client against its competitors across customer experience, service, and market share to frame the argument the deck will make.
See Presentation →A self-assessment built on the Customer Experience Maturity Framework, which returns a maturity profile for the client.
See Presentation →A self-assessment that tests where an organisation stands against the new AI baseline across eight dimensions, from AI triage and data architecture to governance and observability.
See Presentation →A wizard that routes a technology solution opportunity to the right team and assesses how ready the brief is for TAG. Returns an action plan, a readiness score, and a downloadable summary.
See Presentation →An example of supplementary research produced for an RFP. Sits alongside the main bid deck so clients can explore the evidence at their own pace and see how the conclusions were reached.
See Presentation →An interactive format for presenting information, opportunities, or data that does not fit on a PowerPoint slide. Built originally for a financial services client. The structure is reusable for any content of this type.
See Presentation →