Give me one challenge. I’ll give it some serious thought.
An initial proposed way forward within three working days of receiving sufficient information. No charge. No obligation.
Submit my challengeYou’re talking to Dave, not a sales team.
There is usually something you have been meaning to sort out.
Customers keep contacting you about the same thing. Costs are rising faster than revenue. Growth is stretching people and processes. Or the technology you invested in is not producing the improvement you expected.
You probably have a few ideas about what needs to change. But what if the real problem is something else entirely? The CX Factory is a way to put one challenge in front of someone who will give it serious thought.
Bring one symptom, not an entire transformation brief or a prescribed solution. Tell me what is happening, what you have tried and what you would like to achieve. I will personally review it and return an initial proposed way forward within three working days of receiving enough information to assess it. No charge. No obligation.
“Customers keep coming back.”
What did the first contact leave unresolved?
A repeated customer problem may involve a process, information, ownership or a decision somewhere else in the business.
“Growth is stretching the team.”
What extra work has the growth created?
It may be administration, handovers or an operation that has become more complicated than it needs to be.
“The new system hasn’t helped.”
What was meant to be different?
The challenge may involve how the technology is used, the process around it or the original definition of success.
The best way to demonstrate what you can do is to do something useful.
Not send another brochure. Just give a real business challenge some serious thought and offer a practical starting point.
One challenge is a perfectly good place to start.
It does not need to be neatly labelled as a customer experience project. The important thing is to explain what is happening in the business.
A customer experience problem
Repeated contact, an awkward journey, frustration or a service that is not behaving as it should.
An operational difficulty
A process, a cost, an unclear responsibility or a way of working that keeps creating trouble.
Pressure from growth
People and processes stretched by the work that a growing business creates.
Technology that has not delivered
A system, automation or investment that has not produced the improvement you were expecting.
Tell me what is happening. I’ll take a proper look.
Share the challenge
Explain the situation, what you have tried and what a useful outcome would look like. You do not need a formal brief. Please leave out confidential customer information and sensitive personal data.
I examine it personally
I review the information, consider possible causes and explore practical options. If I need more detail, I will ask. Every challenge comes to Dave, rather than a sales team.
Receive an initial proposed way forward
Within three working days of receiving sufficient information, I return my initial assessment and a recommended direction. The response period starts once I have enough information to assess the challenge.
A proposed direction. The next decision is yours.
This is an initial assessment and a proposed way forward, not a promise that every challenge has a simple answer or that a fully implemented solution arrives in three days.
- Personal consideration of the challenge
- An experienced external perspective on what may really be happening.
- An initial assessment
- A view of the issue based on the information available, with questions where more detail is needed.
- A recommended way forward
- A possible next step, approach or line of investigation worth considering.
- A choice about what happens next
- Take the idea forward yourself, investigate further or discuss a separate engagement.
You’re talking to me, not a sales team.
I have worked across customer operations, outsourcing, technology and executive leadership. I also have a network of experienced associates and specialists. If a particular area of expertise would help, I can draw on that network while remaining personally involved.
Why do it without charge? Sometimes a different question or a fresh pair of eyes changes the direction of a project. Offering something useful is a better introduction than another brochure.
You might take the idea and implement it yourself. You might decide it needs more investigation. Or you might ask me to help. Any further work is a separate commercial engagement. The initial response is free.
A bit more about the person you’ll be working withWhat’s been on your mind?
Explain one challenge, what you have tried and what you would like to achieve. You do not need a formal brief.
Please don’t include confidential customer information or sensitive personal data. The three-working-day response period starts once there is enough information to assess the challenge.
Privacy informationTell me about your challenge
A few things you might want to know.
If there’s something else you’d like to know, ask me. You’ll be talking to Dave.
Ask Dave a questionWhen does the three-working-day period start?
Once Dave has enough information to assess the challenge. If more detail is needed, he will ask. Submitting the staging demonstration form does not begin the response period.
Is the initial response really free?
Yes. The initial assessment and proposed way forward are offered without charge or obligation. Any further investigation, implementation or ongoing work is a separate commercial engagement.
Will you implement the solution within three days?
No. The offer is an initial assessment and proposed direction within three working days of sufficient information being received. It does not promise a fully implemented solution.
Who reviews my challenge?
Dave personally reviews the information. Where specialist experience would help, he can draw on an associate network while remaining personally involved and accountable for the response.
Do I need a detailed brief or a large amount of data?
No formal brief is needed. Explain what is happening, what you have already tried and what a good outcome would look like. Dave will ask if more information is required.
What information should I leave out?
Do not include confidential customer information or sensitive personal data in the initial submission. Start with a clear business-level description of the challenge.
Am I committing to paid consultancy?
No. The initial direction is free and there is no obligation to proceed. Implementation or further work is scoped and priced separately. Further challenges are considered individually; this is not an unlimited free advisory service.
A problem to solve? An opportunity to explore?
You don’t need a formal brief.
Tell me what’s on your mind.