Introducing ASCENT
Our ASCENT framework strips out complexity, aligns teams, and delivers changes that stick.
Using our ASCENT framework, we guide customer operations teams out of uncertainty. In just 8–12 weeks, we pinpoint and deliver the high-impact fixes that can lift Customer Satisfaction (CSAT) by double digits and cut cost-to-serve by up to 53% – all within 6–12 months.
Assess
Conduct an initial scan or audit of your customer experience (CX) state to establish a clear starting point.
Survey
Undertake in-depth research and gather insights from stakeholders to understand the full picture.
Clarify
Prioritise the most critical needs and align the organisation on clear, achievable CX goals.
Engineer
Design the future-state CX model, defining the processes, experiences and technology needed to deliver it.
Navigate
Execute the plan, guiding delivery and providing hands-on support to keep momentum and remove obstacles.
Transition
Embed the change into the day to day operation and evolve internal capabilities to sustain and build on success.