Making Customer Excellence Operational


Excentrics works with leadership teams where customer excellence falters — identifying structural gaps and restoring operational control.

Our consultancy is underpinned by the Customer Excellence Index (CEI™), providing a measurable framework across service, product, trust and customer voice.

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Explore the CEI™ Framework

When Customer Excellence Starts to Break Down

The early signs appear in how teams operate — long before they show up in performance reports.
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Service Experience

Response times stretch. Ownership blurs.

  • Escalation pathways become unclear
  • Contact volumes compound
  • SLAs lose credibility
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Product Value & Operations

Roadmaps move. Operational readiness lags.

  • Workarounds become embedded
  • Releases outpace readiness
  • Operational strain becomes normal
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Customer Voice

Feedback is collected, not converted into change.

  • Insight circulates but doesn’t land
  • Themes recur without resolution
  • Accountability becomes diffuse
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Trust & Perception

Brand promise and lived experience diverge.

  • Promises stretch beyond delivery
  • Confidence becomes fragile
  • Loyalty becomes conditional

How We Diagnose and Restore Control

Our consultancy is grounded in the Customer Excellence Index (CEI™) — a structured model that identifies misalignment across service, product, voice and trust.
Start With a Structured Assessment
3 stages to improving Customer Excellence
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Step 1: Current State
A structured review across service, product, customer voice and trust
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Step 2: Root Cause
Identifying where ownership, process or decision-making have fallen out of alignment.
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Step 3: Prioritise
Define what must change first and aligning stakeholders.
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What Changes When Control Is Restored

Customer excellence improves when structure, ownership and standards are clear.
1
Escalation Pathways Stabilise
Clear routing, defined ownership and fewer avoidable escalations.
2
Ownership Becomes Defined and Measurable
Accountability is explicit across service, product and customer voice.
3
Operationally Ready for Product Releases
Operational capability aligns with roadmap delivery.
4
Performance Is Governed Against Clear Standards
Standards are defined, tracked and reviewed at leadership level.

Selected Engagements

Transformations delivered across complex global organisations — now informing the Excentrics advisory model.
Global Support Model Restructured
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Global information Services Organisation | 10,000+ Employees
Enterprise SaaS | Multi-Product Portfolio
Centres of Excellence established across US, Europe and Asia to centralise and stabilise global support.
✓ Delivered new regional Centres of Excellence (30+ FTE) within six months

✓ Embedded structured executive reporting to Executive Level to sustain operational accountability.
Customer Care Workflow Transformation
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Enterprise SaaS & Data Portfolio | Global Research Customer Base
Multi-product subscription environment with high support complexity
Recurring ticket themes and workflow inefficiencies identified across product lines to reduce avoidable demand and improve signal flow into product governance.
✓ Initial response time reduced from 900 minutes to 92 minutes.

✓ Delivered a 40% reduction in case volume

✓ Redesigned ownership, escalation pathways and cross-team accountability
Post-Acquisition Service Integration
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Global Information & Data Services Group | Multi-Brand Portfolio
Newly acquired business integrated into existing support structure
Operating model, ownership design and escalation pathways restructured to stabilise customer experience across merged service environments.
✓ Eliminated duplicated workflows and restructured ownership across merged teams

✓ Migrated support operations from legacy systems into a unified modern tooling environment

✓ Standardised operational reporting across merged teams

How We Work

Structured engagements designed to move from diagnosis to stability to sustained performance.
CEI™ Diagnostic
Duration: 1-3 Weeks
Investment: From £8,500
  • A structured 2–3 week assessment across service, product, customer voice and trust.
Performance & Ownership Reset
Duration: 6 – 12 Weeks
Investment: Scope Dependent
  • Targeted structural correction where ownership, process and performance have fallen out of alignment.
Strategic Advisory Partnership
Duration: Ongoing
Investment: Scope Dependent
  • Ongoing operating oversight to maintain alignment and executive clarity across customer operations.
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