Strategy & Target Operating Model (TOM) Design

Leading you on the path from ambition to success

Most consulting firms will hand you a 200-page “strategy” deck and wish you luck at the bottom of the mountain. We’re different. As your Customer Experience Sherpas™, we don’t just draw the map; we’ve walked the route before, and we know where the hidden crevices are.

We specialise in designing and optimising world-leading service organisations. Whether you are navigating a post-merger integration or preparing for a digital leap, we build the operating models that underpin lasting success.

Xavier Orr and Kieron Taylor talking

The "Base Camp" Contact Centre Challenges We Solve

Transformation is often stalled by "operational gridlock". We help leaders who are facing:

Pressure to "Do More With Less": Constant demands from finance to cut costs without sacrificing service quality.

The Agility Gap: Feeling weighed down by legacy systems and governance that move at a snail's pace.

IT & Ops Friction: Disconnects between technology teams and the frontline agents who actually use the tools.

Change Fatigue: Teams that are too overworked or "firefighting" to focus on long-term improvements.

Our Approach: The ASCENT Framework

We don’t believe in an ad-hoc implementation approach. We use our proprietary ASCENT framework to ensure your new operating model is grounded in reality, not just theory.

Assess & Survey: We audit your current Customer Experience (CX) state and gather raw insights from the people in the trenches.

Clarify & Engineer: We align your leadership on achievable goals and design a future-state model that bridges the gap between IT, Ops, and the customer.

Navigate & Transition: We provide hands-on support to execute the plan, ensuring the change sticks long after we’ve left.

Real Impact, Not Just Hype

We’ve helped global brands in high-pressure sectors—from Airlines and Financial Services to Public Sector bodies—turn uncertainty into measurable performance.

“Avocado55 provided a good blend of strategic and implementation skills; they have a very practical ‘hands-on’ approach: our “go-to” transformation support”

Ian Cairns, SVP Customer, Justeat Takeaway

The Results of Our Ascent:

53% reduction in cost-to-serve within 12 months.

Double-digit lift in Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).

27% cut in average customer wait times during peak periods.

Visible ROI by month one, not year one.

Our Case Studies

How we reduced costs by 35%, improved CSAT by 20%
Man delivering for Just Eat on a bike

Just Eat

Reducing costs by 35%, improving CSAT by 20%

Read story

Ready to find your best way forward?

Stop analysing and start fixing. Let’s have a conversation about where you are today, and we’ll help you map the next step.

Book Your Route-Finding Session
Xavier Orr speaking to Paul Lees and Kieron Taylor