Services
Areas of practice, one connected discipline
Each engagement starts from a specific, recognisable problem, not a generic capability list. Find the one closest to where you are, and see how it's usually addressed.
Which sounds closest to where you are?
- 01Digital spend and effort are growing, but leadership cannot draw a straight line from activity to business result.Digital & Growth Strategy
- 02Customers are pushed toward digital channels before those channels are actually good enough to earn their trust.Digital Customer Experience
- 03The organisation has bought the tools but has not built the operating model around them.Marketing Technology & AI
- 04The organisation produces reports, but the reports do not inform what happens next.Analytics, Measurement & Online Intelligence
- 05Teams and leaders are expected to make digital decisions without the shared foundation to do so confidently.Executive & Team Training
- 06Boards and event organisers need a credible, practitioner-grounded voice on digital growth and transformation.Advisory & Speaking
01 / 06
Digital & Growth Strategy
Most organisations have digital activity happening somewhere: a website, some paid media, a social presence, without a single strategy connecting them to commercial outcomes. This service builds that connective layer: a digital growth strategy grounded in the customer journey, the data available, and the organisation's actual operating constraints.
This is the problem
Digital spend and effort are growing, but leadership cannot draw a straight line from activity to business result.
What this service does: Turning fragmented digital activity into a growth plan that leadership can act on.
Problems addressed
- Digital channels operating in silos without a shared growth objective
- No agreed measurement framework across teams
- Strategy documents that do not survive contact with quarterly planning
Outcomes
- A growth strategy tied to specific, measurable business objectives
- A prioritised roadmap the organisation can actually resource
- Shared language between marketing, technology and commercial teams
Approach
- 01
Audit current digital activity, channels and measurement
- 02
Map the customer journey against commercial priorities
- 03
Define a growth model and prioritisation framework
- 04
Translate strategy into a resourced execution roadmap
02 / 06
Digital Customer Experience
Digital customer experience sits at the intersection of product, operations and marketing. This service focuses on the practical work of shifting customers toward digital self-service without degrading trust, particularly relevant for high-trust institutions.
This is the problem
Customers are pushed toward digital channels before those channels are actually good enough to earn their trust.
What this service does: Designing self-service and digital-channel experiences that reduce cost to serve and earn trust.
Problems addressed
- Low digital adoption despite investment in digital channels
- High cost-to-serve from continued reliance on walk-in and call-centre channels
- Digital experiences designed around internal process rather than customer need
Outcomes
- A digital self-service experience customers choose, not tolerate
- A measurable shift in channel mix toward digital
- Lower cost to serve without a trust penalty
Approach
- 01
Map current channel mix and cost-to-serve by segment
- 02
Identify friction points in existing digital journeys
- 03
Prototype and test improved self-service flows
- 04
Define adoption metrics and a migration plan
03 / 06
Marketing Technology & AI
Marketing technology should make a team faster and more precise, not add another dashboard nobody opens. This service covers martech stack assessment, AI-enabled personalisation and automation, and the unglamorous work of getting systems to actually talk to each other.
This is the problem
The organisation has bought the tools but has not built the operating model around them.
What this service does: Choosing, connecting and operationalising the technology that makes growth repeatable.
Problems addressed
- Marketing technology bought but under-used or unintegrated
- AI pilots that never reach production
- No clear owner for the martech roadmap
Outcomes
- A rationalised, integrated marketing technology stack
- AI-enabled personalisation running in production, not just in pilot
- A team that can operate and extend the stack independently
Approach
- 01
Audit the current stack against actual use
- 02
Identify highest-value AI and automation opportunities
- 03
Pilot, measure and scale what works
- 04
Hand over a documented, owned operating model
04 / 06
Analytics, Measurement & Online Intelligence
Analytics work should change what an organisation does next. This service builds measurement frameworks, sentiment and online intelligence capability, and reporting that reaches decision-makers in a form they will actually use.
This is the problem
The organisation produces reports, but the reports do not inform what happens next.
What this service does: Building measurement systems that produce decisions, not just reports.
Problems addressed
- Dashboards nobody acts on
- No consistent way to measure sentiment or reputation online
- Attribution and reporting that contradicts itself across teams
Outcomes
- A measurement framework tied directly to decisions
- Reliable online sentiment and reputation tracking
- Reporting that reaches the right people in a usable form
Approach
- 01
Define the decisions the measurement system needs to support
- 02
Build or rationalise the analytics and listening stack
- 03
Establish reporting cadence and ownership
05 / 06
Executive & Team Training
Delivered through direct practitioner experience and professional teaching work, including CIM tutoring. Training ranges from executive briefings to structured team capability programmes, always grounded in what actually happens inside a digital function.
This is the problem
Teams and leaders are expected to make digital decisions without the shared foundation to do so confidently.
What this service does: Practitioner-led training that builds real digital capability, not just awareness.
Problems addressed
- Executives making digital decisions without a working mental model
- Teams lacking a shared vocabulary for digital and growth work
- Training that stays theoretical and does not change day-to-day practice
Outcomes
- Leaders with a working, practical understanding of digital growth
- Teams with a shared capability baseline
- Training tied to the organisation's actual tools and challenges
Approach
- 01
Assess current capability and specific gaps
- 02
Design a curriculum grounded in practitioner experience
- 03
Deliver executive briefings or structured team programmes
06 / 06
Advisory & Speaking
Advisory work for boards and leadership teams navigating digital transformation, alongside speaking, moderation and panel contributions at industry events, bringing a practitioner's view, not a consultant's slide deck.
This is the problem
Boards and event organisers need a credible, practitioner-grounded voice on digital growth and transformation.
What this service does: Board-level advisory and platform contributions on digital growth, CX and marketing technology.
Problems addressed
- Advisory input that is theoretical rather than operationally grounded
- Event content that recycles generic digital marketing talking points
Outcomes
- Board-level advisory grounded in operating experience
- Sessions and talks that leave audiences with something they can use
Approach
- 01
Understand the specific decision or audience
- 02
Ground the contribution in real operating experience
- 03
Deliver advisory input, a keynote, panel or moderated session
Free Tool
How healthy is your digital marketing?
24 questions across strategy, acquisition, conversion, retention, measurement and people. It takes about 6 minutes. See your maturity score instantly, no email required until you want the full report.
- Strategy
- Acquisition
- Conversion
- Retention & advocacy
- Measurement & data
- People & capability
Pick an answer to see how it scores.
What clients say
In John, I found the secret weapon for all things social and digital! He is a diligent professional who was and continues to ably guide the organisation to engage meaningfully on the selected social and digital platforms. He is committed to self-improvement and is continuously seeking knowledge, skills and mentors to build his expertise.
Jackie NamaraCEO, Iguru Consult Ltd
