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Latest News

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OEE Consulting joins forces with gobeyond.

Combining the two organisations will create an industry-leading customer experience transformation services business.

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OEE Consulting in profile: Faye Sadler-Clark.

Faye shares her experience of joining OEE Consulting after working in the insurance sector for ten years.

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Mark Baptist joins OEE Consulting team.

Mark has joined us as an Associate Director, with a focus on creating environments for people to thrive.

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In Brief

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What are your customer journeys really costing you?

Some organisations understand cost of acquisition during the sales process, but we rarely see deep understanding of the total cost to serve.

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How to effectively measure customer satisfaction.

Having a clear design for delivering strategic change to your business, using both technology and people, is only the beginning of your transformation journey.

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An introduction to Lean for service organisations

In the current economic climate, businesses of all sizes are routinely expected to do more with less. Eliminating waste, efficiency improvements and enhancing value for the customer can all help you transform your business.

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White Papers

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Five recommendations for seamless customer journeys.

Consistent experiences create trust in an organisation, with each interaction contributing to your overall user experience.

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Why technology alone won’t solve your customer experience problems.

The rise of digital channels is changing the profile of inputs into the business, but it won’t eradicate all manual work.

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The Public Sector cuts affect us all.

This paper looks at different approaches to tackling budget cuts and the operational consequences for front-line services.

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Videos

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Leading the way to better customer journeys.

We redesign businesses around the customer. This transforms customer experience: building loyalty, reducing costs, and creating sustainable success.

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The Future of Service 2017.

Watch highlights from our annual Future of Service conference, as we asked ‘is your business thinking radically enough?’

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Future trends: key insights from industry leaders.

Hear from our 2017 conference speakers on what the service business of the future might look like.

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Opinions

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Building the business case for customer journeys.

Improving customer journeys can be complex, requiring the input of multiple teams into different channels and systems.

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Defining customer journeys

In our experience, whilst the importance of customer journey design is clear, improvement initiatives are too often narrowly focused.

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Can the big banks survive and thrive in a digital market?

Customer loyalty and established market positions cannot be taken for granted anymore. The digital revolution that has already transformed industries from shopping and hotels to taxis and food, has longed to take a big bite out of the highly lucrative, high margin, retail and commercial banking market.

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