How we work
Every engagement is led by a partner from start to finish. Scope and price are agreed before work begins. You always know what you are getting and when you will have it.
Engagement model
Fixed price, fixed deliverable
Who leads
Partner-led throughout
How we start
A 45-minute conversation, no obligation
What we won't do
Open-ended time-and-materials billing
01
Entry point
The Diagnostic
2–4 weeks · Fixed price
Most organisations reach us knowing something is not working — but not exactly what, or why, or in what order to fix it. The Diagnostic is designed for that moment. It is a structured, senior-led assessment of your current position across whichever of our three disciplines is most relevant: Customer Experience, AI readiness, or programme delivery.
We work with your people, not around them. That means interviews with the people closest to the problem — not just leadership — alongside a review of existing data, processes, platform configurations, and governance structures. What we find, we report honestly, including the things that may be uncomfortable to hear.
The Diagnostic is deliberately bounded. You know the cost upfront, you know the timeline, and you know exactly what you will receive at the end. There is no obligation to continue with us beyond it.
Current State Assessment
An honest baseline of where you are today — capability gaps, structural constraints, what is working and what is not — grounded in evidence rather than assumption.
Findings Document
A clear, written account of what the assessment revealed — the root causes behind the symptoms, the risks of inaction, and the dependencies that will shape any response.
Prioritised Roadmap
A sequenced set of recommendations, ordered by impact and feasibility. Not a wish list — a realistic plan that accounts for your resources, your constraints, and your timeline.
You know something needs to change but are not confident you have diagnosed the right problem.
You need an independent view before committing significant budget to a transformation.
You have a board or leadership team that needs a credible external perspective to unlock internal action.
You want to understand the real cost and complexity of what you are considering before you commit.
02
Focused intervention
The Sprint
4–8 weeks · Fixed scope & price
Where the Diagnostic establishes the picture, the Sprint addresses a specific part of it. This is a focused, time-bounded engagement built around a single defined problem — the kind that has a clear answer if someone experienced enough works on it with sufficient attention.
The problem is scoped before work begins. So is the deliverable. There is no ambiguity about what success looks like or when the engagement ends. If we cannot define a specific, achievable outcome at the outset, we will tell you that before taking the work on.
Sprints are most effective when the problem is already well-defined — either because a Diagnostic has just been completed, or because the organisation already has a clear enough picture of where the issue sits. They are not the right vehicle for situations that still need diagnosis.
Deliverables are defined with you at the scoping stage and agreed in writing before work begins. Depending on the nature of the problem, a Sprint might deliver a restructured CX measurement framework, an AI deployment strategy for a specific business unit, a vendor selection recommendation with full supporting rationale, a go-live readiness assessment, or something else entirely. The format follows the problem — not a template.
The problem is already clearly defined and you need senior expertise applied to it, not more analysis.
You have internal delivery capability but lack specific expertise in CX, AI, or programme governance for this particular challenge.
You need a credible, documented output — a recommendation, a strategy, an assessment — that your internal team can then act on.
Time is constrained and open-ended consulting engagements are not an option.
03
Ongoing counsel
Advisory Retainer
Monthly · Fixed days
Some organisations do not need a project. They need a senior practitioner they can call on regularly — someone who understands their business, knows where the bodies are buried, and can give an honest opinion without the overhead of scoping a new engagement every time.
The Advisory Retainer provides a fixed number of partner days per month, available for whatever is most useful at that moment: reviewing a vendor proposal, stress-testing a business case, preparing for a board presentation, advising on a hiring decision, or simply talking through a problem with someone who has seen it before.
There is no project, no formal deliverable, and no unnecessary process. The value is access — to senior thinking, applied to your specific situation, on a schedule that works for you.
Retainer relationships typically begin after a Diagnostic or Sprint, where we already have context on the organisation. We occasionally take on retainer clients cold where the brief is clear enough and the fit is right.
You have internal capability to deliver but want senior strategic oversight on a regular basis.
You face a recurring cadence of decisions — vendor choices, investment cases, programme reviews — where external input would improve the quality of the outcome.
You want continuity of relationship rather than episodic project engagements that require re-briefing each time.
The value you need is judgement and perspective, not a document at the end of a defined process.
04
Senior delivery leadership
Programme Delivery
3–12 months · Phased delivery
For organisations embarking on a significant technology or operating model transformation — a cloud migration, a contact centre platform replacement, an AI deployment at scale — the Programme Delivery engagement provides senior consulting leadership across the full delivery arc.
This is where advisory translates into action. We work alongside your internal teams and vendors, providing the programme governance, change management, and delivery accountability that complex transformations require but internal teams rarely have the bandwidth to supply.
The engagement follows our seven-phase methodology from Mobilisation through to Continuous Value Realisation. We adapt the depth of involvement to what the programme actually needs: some phases call for intensive oversight; others require periodic review and challenge. The model is built around outcomes, not day-rates.
Programme governance and reporting
Structured oversight covering scope, risk, dependencies, and delivery confidence — reported in a format your senior stakeholders can act on.
Change and adoption leadership
End-to-end change management from stakeholder mapping and communications planning through to go-live readiness and post-launch adoption tracking.
Vendor and delivery assurance
Senior oversight of technology vendors and system integrators — ensuring delivery teams stay accountable to the agreed scope, timeline, and business case.
You are undertaking a significant technology transformation and need senior delivery leadership, not just project administration.
Your internal team has strong functional knowledge but limited experience running complex, multi-vendor technology programmes.
You have a vendor in place but want independent senior oversight to protect the business case and hold delivery accountable.
Change management and user adoption are at risk of being treated as afterthoughts — and you need someone to prevent that.
There is no standard path. But the most common one starts with a conversation, moves to a Diagnostic, and from there to either a Sprint or an ongoing retainer depending on what the Diagnostic reveals.
Step one
No charge, no obligation. We want to understand the problem before proposing anything. If we are not the right fit, we will say so and point you somewhere more useful.
Step two
If there is a fit, we propose a specific scope of work with a fixed price and a clear deliverable. Nothing begins until both sides have agreed exactly what the engagement covers.
Step three
We deliver what we agreed. At the end, you decide what to do next — whether that is acting on the findings independently, engaging us for a Sprint, or moving to a retainer. There is no pressure either way.