Avocado55 designs customer service strategies and target operating models (TOM) for contact centres and customer experience teams, from operating model design to M&A due diligence.
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.
A target operating model (TOM) is a clear picture of how your organisation should run in the future. It shows how your teams, processes, technology and locations fit together to deliver your customer service strategy. Think of it as the blueprint that turns your CSAT goals into day-to-day reality. Without one, departments often work in silos, using legacy processes and good ideas stall at base camp. With one, everyone knows what the service looks like, who does what, and how to get there.
OM8X3: Using our proven OM8X3 model, we map existing organisations at a high level. Assessing 8 areas across your business.
Operating Model Design: Optimised organisational blueprints designed to eliminate departmental silos and maximise front-line operational handling capacity.
Service Strategy Design: Defining forward-looking service roadmaps that cleanly align executive business objectives with high-performing frontline customer delivery.
M&A Due Diligence: Rigorous operational and technology audits ensuring seamless post-merger integration, risk removal, and fast value capture.
Customer Experience Optimisation: Re-engineering user journeys to eliminate cross-channel repetition, driving higher satisfaction and reduced cost-to-serve.
Contact Centre Design: Modernising Service Hubs with tailored architectures and structures to elevate both the agent and customer experience
We start by understanding how your customer service works today, talking to leaders and frontline staff alike. Using our OM8X3 model, we look at eight key areas of your organisation to find the gaps and opportunities. We then design a future model that fits your business, whether that means redesigning your contact centre, managing multiple brands and locations, improving the customer journey, or bringing two organisations together after a merger. We agree the route to the summit with your leadership team, and we stay on hand to help put it into practice. That way you end up with a customer experience strategy that works in the real world, not just in a 200-page deck.
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.
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.
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
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.
Stop analysing and start fixing. Let’s have a conversation about where you are today, and we’ll help you map the next step.
Tell us where you are today, we'll help you map the next step.
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