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.
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.
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, digital and commercial teams
Approach
- 01Audit current digital activity, channels and measurement
- 02Map the customer journey against commercial priorities
- 03Define a growth model and prioritisation framework
- 04Translate strategy into a resourced execution roadmap
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 regulated, high-trust institutions such as telecommunications and financial services.
This is the problem
Customers are pushed toward digital channels before those channels are actually good enough to earn their 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
- 01Map current channel mix and cost-to-serve by segment
- 02Identify friction points in existing digital journeys
- 03Prototype and test improved self-service flows
- 04Define adoption metrics and a migration plan
Engagement formats: Advisory, Experience audit, Embedded programme lead
Typically for: Customer experience leaders, Telecommunications and financial services executives
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.
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
- 01Audit the current stack against actual use
- 02Identify highest-value AI and automation opportunities
- 03Pilot, measure and scale what works
- 04Hand over a documented, owned operating model
Engagement formats: Stack audit, AI pilot programme, Advisory retainer
Typically for: Marketing technology leaders, CMOs, Digital transformation leads
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 change what happens next.
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
- 01Define the decisions the measurement system needs to support
- 02Build or rationalise the analytics and listening stack
- 03Establish reporting cadence and ownership
Engagement formats: Advisory, Measurement framework build, Retainer
Typically for: Analytics leaders, CMOs, Communications directors
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.
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
- 01Assess current capability and specific gaps
- 02Design a curriculum grounded in practitioner experience
- 03Deliver executive briefings or structured team programmes
Engagement formats: Executive briefing, Multi-session team programme, Workshop
Typically for: Executive teams, Marketing and digital teams, Professional bodies
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.
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
- 01Understand the specific decision or audience
- 02Ground the contribution in real operating experience
- 03Deliver advisory input, a keynote, panel or moderated session
Engagement formats: Advisory session, Keynote, Panel, Masterclass
Typically for: Boards, Conference and event organisers, Industry bodies
Free Tool
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