Customer Experience (CX) Consultancy Services
Discovering and fixing the hidden friction points in your CX.
Got any questions?Elevate your CX with expert guidance and cutting-edge tech.
Kerv offers a diverse range of CX consultancy services tailored to your unique needs. Our experienced team leverages the latest technological advancements and proven methodologies to enhance your contact centre operations.
Whether you aim to expand your capabilities, modernise existing processes, or streamline workflows, Kerv’s expert guidance will help you achieve your goals.
We provide in-depth assessments, strategic planning, implementation support, and ongoing optimisation to ensure your contact centre delivers excellent customer experiences.
Our Packages
Consultancy packages created just for you.
CX Express: 2 hours
Dive into one of your contact centre’s core areas – strategy, operations, agent experience, quality & training or workforce planning – in this 2-hour clinic. Identify opportunities for improvement and walk away with deliverable actions.
CX Service Expansion: 1 day
Accelerate your contact centre strategy with our service expansion workshops. Whether you’re introducing new channels, AI capabilities, features, or solutions, we’ll help you shape the right approach with our tailored guidance. Workshops can focus on: Business Context & CX Strategy, Service Definition Workshops (process design, CX, EX, integrations & service goals)
CX Service Improvement: 1 day
Spend a focused day on identifying and addressing operational sticking points, helping you boost those KPIs. Our targeted, collaborative workshop will deep dive into your current solutions, processes, performance and where you want to be. Workshops can focus on:Â Business Context & CX Strategy, focus areas such as current solutions/ process, performance & target end state.
Outputs for all packages include:
- Recommendations
- ROI opportunities
- Resource estimates
- Report walkthrough 5-10 days post workshop.
WEM Express: 2 hours
If you have a burning question or a single challenge in workforce engagement management (WEM), then this package is for you. In just two hours we’ll run a focused express clinic on one key area and pinpoint opportunities for improvement. Choose to focus on WFM, Quality, Speech & Text analytics or Gamification.
WEM Service Expansion: 1 day
This focused, one-day service is dedicated to designing the full implementation plan for your new WFM, Quality, Speech & Text Analytics, or Gamification solution. We’ll work collaboratively to ensure a clear roadmap for successful deployment, adoption and maximum return on investment.
WEM Service Improvement: 1 day
This one-day workshop is all about optimising a single, existing solution—whether it’s WFM, Quality, Speech & Text Analytics, or Gamification. We’ll work closely with you to fine-tune configurations, streamline processes and unlock performance gains you may be missing.
Outputs for all packages include:
- Recommendations
- ROI opportunities
- Resource estimates
- Report walkthrough 5-10 days post workshop.
CX Express: 2 hours
Dive into one of your contact centre’s core areas – strategy, operations, agent experience, quality & training or workforce planning – in this 2-hour clinic. Identify opportunities for improvement and walk away with deliverable actions.
CX Service Expansion: 1 day
Accelerate your contact centre strategy with our service expansion workshops. Whether you’re introducing new channels, AI capabilities, features, or solutions, we’ll help you shape the right approach with our tailored guidance. Workshops can focus on: Business Context & CX Strategy, Service Definition Workshops (process design, CX, EX, integrations & service goals)
CX Service Improvement: 1 day
Spend a focused day on identifying and addressing operational sticking points, helping you boost those KPIs. Our targeted, collaborative workshop will deep dive into your current solutions, processes, performance and where you want to be. Workshops can focus on:Â Business Context & CX Strategy, focus areas such as current solutions/ process, performance & target end state.
Outputs for all packages include:
- Recommendations
- ROI opportunities
- Resource estimates
- Report walkthrough 5-10 days post workshop.
WEM Express: 2 hours
If you have a burning question or a single challenge in workforce engagement management (WEM), then this package is for you. In just two hours we’ll run a focused express clinic on one key area and pinpoint opportunities for improvement. Choose to focus on WFM, Quality, Speech & Text analytics or Gamification.
WEM Service Expansion: 1 day
This focused, one-day service is dedicated to designing the full implementation plan for your new WFM, Quality, Speech & Text Analytics, or Gamification solution. We’ll work collaboratively to ensure a clear roadmap for successful deployment, adoption and maximum return on investment.
WEM Service Improvement: 1 day
This one-day workshop is all about optimising a single, existing solution—whether it’s WFM, Quality, Speech & Text Analytics, or Gamification. We’ll work closely with you to fine-tune configurations, streamline processes and unlock performance gains you may be missing.
Outputs for all packages include:
- Recommendations
- ROI opportunities
- Resource estimates
- Report walkthrough 5-10 days post workshop.
About our consultancy
Watch this short video to discover what great customer experience means to our consultants, plus our top tips for choosing the right consultant for your organisation.
Our Consultants
Paul Cox, Senior CX Consultant
Paul has over 20 years’ experience across contact centre operations, design & consultancy. Paul’s expertise includes CX strategy development, self-service & deflection, channel expansion, agent motivation & retention, process improvement and customer journey design.
“A consultant who only studies your customer journeys without deeply understanding your business reality – budgets, constraints and technology stack – can only offer temporary fixes, not strategic transformation.
We do it differently. By taking the time to understand each client’s unique complexities we ensure tailored recommendations designed for sustainable success.”
Neil Draycott, CX & WEM Consultant
Neil brings a wealth of experience from major WEM solutions and has worked in contact centres for leading companies such as Vodafone, Barclays, IBM, and TalkTalk. With an extensive planning background in a variety of analyst and manager roles across all major WFM platforms, Neil blends this experience with Genesys Cloud to provide unparalleled insights and solutions for our clients.
“Customer experience leaders have some of the busiest jobs in any organisation — you can’t possibly stay on top of every new technology feature or emerging capability. And that’s okay. Sometimes you don’t know what you don’t know.
Our role is to demonstrate what’s possible, show the shortcuts, and help unlock the value you didn’t even realise was within reach.”
Book your consultancy session with us today!
Benefits
Consultancy made for you
Latest Industry Insights
At Kerv, it is our job to stay up to date with the latest technology advancements. Our consultants do exactly this, which ensures our customers are always ahead of the game and getting the best out of the latest tools, enabling a better customer and agent experience for them.
Personalised CX Business Assessment
OOur personalised consultancy packages allow us to analyse your current Contact Centre operation, and determine where you can envision, design and deliver smarter experiences across the entire customer journey to unlock value and drive growth.
End to end capabilities and delivery
Kerv cover everything when it comes to your CX strategy. From the design, delivery, implementation, and on-going support of your agent and customer experience management.
The Kerv Difference
Creating amazing experiences with Genesys Cloud.
Genesys Expertise
We’re an award-winning Genesys Partner – with the skills to maximise value from your tech. Kerv Experience is the longest standing Genesys Cloud partner in EMEA with the most Genesys Cloud deployments. We are currently the Genesys UK&I Partner of the year.
Dedicated Customer Success Manager
Nothing means more to us than ensuring you’re getting the most out of your investment. Each customer is aligned to one of our amazing Customer Success Managers who are there to support and enable your growth within the Genesys Cloud platform.
Customer-first minded with 24/7 support
We offer a fully managed service to help you modernise your CX, that means more than just keeping things up and running. Our 24/7 support is one element of our managed service, which also takes into account what cloud means for ongoing success for each and every customer.
FAQs
Got a question about CX Consultancy?
ur We are specialists in CX and WEM consultancy around the Genesys platform so can help you tailor the customer experience around Copilot, AI, chatbots, self-service and any aspects relating to Genesys. If you are looking for specific consultancy around e-commerce and CRM, then this is handled by other parts of the Kerv organisation.Â
Absolutely! We have extensive experience in crafting compelling business cases that highlight the potential benefits, costs, and risks associated with implementing a new CX solution, some of which can be easily overlooked by teams that don’t do this every day. By leveraging our insights, we can help you identify and quantify both tangible and intangible benefits, ensuring a strong justification for your investment. Â
Whilst we do have experience of other technologies and can be technology agnostic in our recommendations, we have deep expertise in the Genesys platform and believe it to be the best CCaaS technology available on the market. As such we are best placed to assist you if you either already have, or are considering, using Genesys technology.Â
The consultancy recommendations you receive will cover the processes, people, and the way you use technology. The Genesys technology is designed to be user-friendly, and our intention is that any recommendations can be undertaken by the client. Alternatively, if your team has limited resources then we could provide team members to put the improvements in place.Â
The deliverables can vary depending on the type of engagement. The deliverables from a health check engagement would include recommendations for improvement projects. Each recommendation would include a problem description, the impact, the recommended solution and the anticipated benefits (efficiency, CX & EX). We also include implementation resource estimates and pre-requisites (any licenses and/or AI usage fees).
We are happy to run either virtual or face to face workshops, so this is up to you! On-site workshops can be accommodated anywhere in the UK. If international travel is required, then this will incur additional expenses.Â
The duration of a consultancy workshop is determined upfront based on the specific needs and complexity of your organisation, so you’ll always know the time commitment— no surprises.
We cater to all engagement sizes:
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Express Packages (2 Hours): These are designed for quickly solving a single, focused issue or challenge.
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In-Depth Workshops (1 Day or More): If you have complex, multi-faceted, or in-depth requirements, we typically recommend one or more full-day workshops to achieve your desired outcomes.
Speak to our expert, Paul
Give us a few details and we’ll get right back to you.
