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Latest News

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OEE Consulting in profile: Leo Della-Moretta.

Leo has been using his expertise in Service Design to support clients around the world with complex challenges.

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Join us at The Future of Service 2018.

Our annual conference will demonstrate how to deliver the headline benefits promised by customer-centred transformation.

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OEE Consulting welcomes Jonathan Shawcross.

Jonathan joins us as a Director, following previous roles including COO for Group Technology at Lloyds Banking Group.

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In Brief

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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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Designing the optimum front-line structure.

Team leaders are essential in any worldclass operation. They’re responsible for planning, controlling workflow, improving processes, managing and coaching staff.

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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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From cold food to hot service for P&O Ferries.

P&O’s highest service related customer complaint was that they had been served cold food from the on board restaurants.

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Opinions

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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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The importance of designing around customer journeys.

Why are businesses focusing on customer journey thinking, and what are the benefits for those who truly embrace their customers?

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What’s really getting in the way of great customer experience?

Why do so many businesses find delivering excellent customer service a challenge, and what are the rewards for getting it right?

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