Private sector clients
New Look
Supporting one of the world’s most popular high street fashion retailers to develop the perfect, standout service experience for customers
John Lewis
Helping 25,000 staff to deliver a more complex service experience to over 11 million UK customers, in a very, very competitive market place.
Read more
Read more
Waitrose
Multiple programmes – Buying information systems, Product tiering, Bakery and Food tech. propositions, Branch service structures
Tesco
Living Service – transformed the service culture for 150,000 staff serving 20,000,000 customers (Winner of MCA Gold Award)
Habitat
Developed a set of tangible/behavioural service initiatives that impacted customers, staff and business processes
O2
Ignite - Engaged all contact centre teams around how to capture and harness insight to enable rapid root cause problem solving and customer-driven idea generation
B&Q
Building the personal impact of regional business partners to aid the implementation of key business strategies
AXA
Customer service: Releasing the passion and energy of contact centre teams, across the end to end customer experience, as a key retention differentiator for customers and staff
Britannia
Developed service propositions for different customer segments and as part of a harmonisation programme
Read more
Read more
Birmingham Midshires
Creating an integrated customer service vision with BM customers, leaders and staff from across the business
Royal Bank of Scotland
Service Innovation: Fulfilling the role of naïve innovation experts to support the development of new service innovations and ventures that help re-energise flagging areas of the business
Parcleforce
As part of their Development Programme, explored with leaders what innovation meant to Parcelforce
Accor
Passion for Service/Good to Great – created a 5 Star guest experience across multiple brands across the UK and Europe
Read more
Read more
Ibis Hotels
Creating a 5 Star customer experience in a budget setting
Mercure Hotels
The implementation of a tailored customer experience that matches the individual character of each of its spa and leisure hotels
Parkland
Operational Excellence through Improved Customer Service – developed a new approach to serving retail and commercial customers in Canada, through an extremely disparate workforce
Read more
Read more
Shell
240 ideas built into 11 clear propositions for new products of which 5 went into full product development
United Biscuits
Service Proposition: Developing new, healthier biscuit products that respond to changing consumer trends around snacking
Unilever
Advice in the set-up of a venturing organisation to look at the exploitation of fringe ideas that could be spun out of the organisation as a licence or JV opportunity
Birdseye
Service Proposition: Creative workshops to develop across business collaboration and targeted innovation into key product lines
Nestle
Service Innovation: Building a new partnership working methodology that builds innovation and trust in key collaborative partnerships with customer organisations, such as Sainsburys
Allied Domecq
The conception and development of a branded bar concept that was launched as a franchise in the US
GSK
Product and service innovation with focused team development
Baxi
New Service Innovation – the design and development of a new set of service revenue streams to complement their core manufacturing business. In a company with 150 years of tradition
Nissan
Designed engagement strategy and internal customer journeys for global change programmes
Finning CAT
Service Transformation: Developing the concept of a Mission Control to successfully drive the development of new products and associated services
GKN
Service Transformation: Creating a customer focused culture and service approach within a highly productive design services division, which helps to win and retain more business contracts
Aecom
Graduate development – created and delivered motivational training packages to inspire and inform future leaders in the construction industry
Morrison Utility Services
Building a comprehensive proactive customer experience proposition to drive customer satisfaction and perception for one of the UK’s most awesome unsung businesses
Yorkshire Water
Building a new big picture, forward-looking customer experience for one of Yorkshire’s most customer-valued organisations
Northern Powergrid
Innovating in the customer journey to create a frictionless experience for their 8 million customers during power cuts
Read more
Read more
Eurostar
The design and implementation of a new and improved customer experience for Eurostar customers in the Paris and London terminals and on the train. Focused on the interaction and communication of staff with customers. To improve customer loyalty and advocacy
Eurocamp
Service Proposition: Creatively unlocking cost to sustainably invest in the service growth of a highly responsive European operation
The University of Warwick
Patient Experience: Developing advanced assisted digital learning techniques for the health service. Creative Engagement lectures for post grad industrial programmes
Nottingham Trent University
Service Transformation to improve undergraduate & post graduate education delivery by introducing real-time student feedback, new ways of working for the academic staff and a new creative business school environment
Hardlight
Hardlight selected Impact to create both a new visual brand identity and supporting narrative that embraced their heritage whilst building a platform for their future
{"items":["51ab7546-e243-4ae6-91f0-365faa8a3c05","088801a2-779f-49a7-b125-c3ceb0afae52","ff744596-003d-41cf-927c-28865a4792f3","372b9dcd-6890-4176-bc2a-9e0e18ba2c3f","5541c013-37a4-437a-ba4a-4f13216e08fc","b739f2db-1c21-4e89-85e6-b63f82c31b6a","ad7bd187-62c2-4976-b297-63531c1b9a83","38661df4-887d-4a26-8630-a853f5b5761b","86ff610a-8d5d-4baf-aceb-e65209f59303","55bd9b62-311c-46ae-a15a-22d549040940","a3eef8ba-8cec-4e19-b4f0-600228d4a4f8","5e4175a6-ead8-408c-a159-d59ecd882b55","d4d49e78-a445-4c66-80b3-e2ac201935aa","b3a28051-e94d-4d9e-b80e-c57a575108ee","cb3c92d8-4e92-422d-8732-d114cd3d3956","db774d48-454a-4d4f-9f8b-5e95f5112415","0f1c6d62-5e01-4e76-8a91-8eeafa44e061","57184dfa-bd33-4e3b-8761-008f4ee04642","aa2839b9-7375-4e2e-beef-92d66ce23b0a","1b7dc859-ef4d-4558-951d-9d1480dfd689","64726131-b180-4717-ab2b-7a078fe0f582","2f4f1b61-a45d-4eb7-a1ab-8cd40ffb2d4a","1a219763-a762-43ce-bbe8-0569b04c9b20","56fe538f-b24b-4390-a9bf-5c52b9d53f81","77afd802-db12-436b-ab92-b4ad330e02f5","a4ae0ec2-c51c-4cc6-8a4c-3de3356a0adc","4a0a4359-116e-4f2b-8b94-cf25dff98b98","e9154476-27a4-4e72-b84c-1c7666f8d0ee","fdcaf0a1-b96e-4693-847c-b0ec2c175902","86de3000-ea15-411c-a135-5b776bfb2d73","73c6a493-e413-450d-82aa-3519e41a531f","b4cab9f7-5e39-4f7f-9904-e7ec30a513df","b97a5d5b-2d60-4ea3-aa14-319bc425d164","60085038-cd1b-45dd-abb7-134550e9f008","023f138b-614c-4ae7-b66d-a6a11e3e6a4c","e0a81577-bd9f-41fc-9951-523e73c88bad"],"styles":{"galleryType":"Columns","groupSize":1,"showArrows":true,"cubeImages":true,"cubeType":"fill","cubeRatio":1,"isVertical":true,"gallerySize":558,"collageAmount":0,"collageDensity":0,"groupTypes":"1","oneRow":false,"imageMargin":5,"galleryMargin":0,"floatingImages":0,"chooseBestGroup":true,"smartCrop":false,"hasThumbnails":false,"enableScroll":true,"isGrid":true,"isSlider":false,"isColumns":false,"isSlideshow":false,"cropOnlyFill":false,"fixedColumns":3,"enableInfiniteScroll":true,"isRTL":false,"minItemSize":50,"rotatingGroupTypes":"","rotatingCubeRatio":"","gallerySliderImageRatio":1.7777777777777777,"numberOfImagesPerRow":3,"numberOfImagesPerCol":1,"groupsPerStrip":0,"borderRadius":0,"boxShadow":0,"gridStyle":1,"mobilePanorama":false,"placeGroupsLtr":false,"viewMode":"preview","thumbnailSpacings":0,"galleryThumbnailsAlignment":"bottom","isMasonry":false,"isAutoSlideshow":false,"slideshowLoop":false,"autoSlideshowInterval":4,"useCustomButton":false,"bottomInfoHeight":0,"titlePlacement":"SHOW_ON_HOVER","galleryHorizontalAlign":"center","galleryTextAlign":"center","galleryVerticalAlign":"center","scrollSnap":false,"itemClick":"link","fullscreen":true,"allowSocial":false,"allowDownload":false,"allowTitle":true,"allowDescription":true,"loveButton":false,"loveCounter":false,"videoPlay":"hover","scrollAnimation":"NO_EFFECT","scrollDirection":0,"overlayAnimation":"FADE_IN","arrowsPosition":0,"arrowsSize":23,"watermarkOpacity":40,"watermarkSize":40,"useWatermark":true,"watermarkDock":{"top":"auto","left":"auto","right":0,"bottom":0,"transform":"translate3d(0,0,0)"},"loadMoreAmount":"all","defaultShowInfoExpand":1,"allowTitleExpand":true,"allowDescriptionExpand":true,"allowLinkExpand":true,"expandInfoPosition":0,"allowFullscreenExpand":true,"fullscreenLoop":false,"galleryAlignExpand":"left","addToCartBorderWidth":1,"addToCartButtonText":"","slideshowInfoSize":200,"playButtonForAutoSlideShow":false,"allowSlideshowCounter":false,"hoveringBehaviour":"APPEARS","thumbnailSize":120,"magicLayoutSeed":1,"imageHoverAnimation":"NO_EFFECT","calculateTextBoxHeightMode":"AUTOMATIC","calculateTextBoxWidthMode":"PERCENT","textBoxHeight":0,"textBoxWidth":200,"textBoxWidthPercent":50,"textImageSpace":10,"textBoxBorderRadius":0,"textBoxBorderWidth":0,"textsVerticalPadding":0,"textsHorizontalPadding":0,"titleDescriptionSpace":6,"customButtonText":"","customButtonBorderWidth":1,"customButtonBorderRadius":0,"loadMoreButtonText":"Load More","loadMoreButtonBorderWidth":1,"loadMoreButtonBorderRadius":0,"imageInfoType":"NO_BACKGROUND","itemBorderWidth":0,"itemBorderRadius":0,"itemEnableShadow":false,"itemShadowBlur":20,"itemShadowDirection":135,"itemShadowSize":10,"imageLoadingMode":"BLUR","expandAnimation":"NO_EFFECT","imageQuality":90,"usmToggle":false,"usm_a":0,"usm_r":0,"usm_t":0,"videoSound":false,"videoSpeed":1,"videoLoop":true,"gotStyleParams":true,"selectedLayout":"2|bottom|1|fill|true|0|true","showVideoPlayButton":true,"galleryImageRatio":2,"sharpParams":{"quality":90,"usm":{}},"imageLoadingWithColorMode":"PICKED_COLOR","imageRatioType":"FIXED","numberOfDisplayedItems":3,"itemBorderColor":{"themeName":"color_15","value":"rgba(65,65,65,1)"},"itemShadowOpacityAndColor":{"themeName":"color_15","value":"rgba(65,65,65,0.2)"},"textBoxBorderColor":{"themeName":"color_15","value":"rgba(65,65,65,1)"},"textBoxFillColor":{"themeName":"color_12","value":"rgba(232,230,230,1)"},"alwaysShowHover":false,"isStoreGallery":false,"previewHover":true,"galleryLayout":2,"m_numberOfImagesPerRow":2,"itemOpacity":{"themeName":"color_23","value":"rgba(234,104,82,0.92)"},"itemFont":{"style":{"bold":false,"italic":false,"underline":false},"family":"wfont_a82522_fded621e342c4f949fd8cd36d4230336,wf_fded621e342c4f949fd8cd36d,orig_century_gothic_bold","preset":"Custom","editorKey":"font_6","size":28,"fontStyleParam":true,"value":"font:normal normal normal 28px/35px wfont_a82522_fded621e342c4f949fd8cd36d4230336,wf_fded621e342c4f949fd8cd36d,orig_century_gothic_bold;"},"itemFontSlideshow":{"family":"helvetica-w01-bold","displayName":"Basic Heading","style":{"bold":false,"italic":false,"underline":false},"size":22,"preset":"Custom","editorKey":"font_5","fontStyleParam":true,"value":"font:normal normal normal 22px/27px helvetica-w01-bold,helvetica-w02-bold,helvetica-lt-w10-bold,sans-serif;"},"itemDescriptionFontSlideshow":{"family":"helvetica-w01-light","displayName":"Paragraph 2","style":{"bold":false,"italic":false,"underline":false},"size":15,"preset":"Custom","editorKey":"font_8","fontStyleParam":true,"value":"font:normal normal normal 15px/18px helvetica-w01-light,helvetica-w02-light,sans-serif;"},"itemDescriptionFont":{"family":"wfont_a82522_34dea87db3c34467bee5f30a2efa4a18,wf_34dea87db3c34467bee5f30a2,orig_source_sans_pro_regular","style":{"bold":false,"italic":false,"underline":false},"size":18,"preset":"Body-M","editorKey":"font_8","fontStyleParam":true,"displayName":"Paragraph 2","value":"font:normal normal normal 18px/1.4em wfont_a82522_34dea87db3c34467bee5f30a2efa4a18,wf_34dea87db3c34467bee5f30a2,orig_source_sans_pro_regular;"},"itemFontColor":{"themeName":"color_11","value":"rgba(255,255,255,1)"},"itemFontColorSlideshow":{"themeName":"color_15","value":"rgba(65,65,65,1)"},"itemDescriptionFontColor":{"themeName":"color_11","value":"rgba(255,255,255,1)"},"itemDescriptionFontColorSlideshow":{"themeName":"color_15","value":"rgba(65,65,65,1)"},"loadMoreButtonFont":{"family":"wfont_a82522_34dea87db3c34467bee5f30a2efa4a18,wf_34dea87db3c34467bee5f30a2,orig_source_sans_pro_regular","displayName":"Paragraph 2","style":{"bold":false,"italic":false,"underline":false},"size":18,"preset":"Body-M","editorKey":"font_8","fontStyleParam":true,"value":"font:normal normal normal 18px/1.4em wfont_a82522_34dea87db3c34467bee5f30a2efa4a18,wf_34dea87db3c34467bee5f30a2,orig_source_sans_pro_regular;"},"loadMoreButtonFontColor":{"themeName":"color_15","value":"rgba(65,65,65,1)"},"loadMoreButtonColor":{"themeName":"color_11","value":"rgba(255,255,255,1)"},"loadMoreButtonBorderColor":{"themeName":"color_15","value":"rgba(65,65,65,1)"},"arrowsColor":{"themeName":"color_11","value":"rgba(255,255,255,1)"},"oneColorAnimationColor":{"themeName":"color_11","value":"rgba(255,255,255,1)"},"responsive":false,"modifiedGallerySize":true,"isAccessible":false,"allowLeanGallery":false,"layoutsVersion":2,"selectedLayoutV2":2,"isSlideshowFont":false,"externalInfoHeight":0,"externalInfoWidth":0},"container":{"top":"","bottom":"","left":"","right":"","width":979,"height":3938,"position":"","avoidGallerySelfMeasure":true,"galleryWidth":989,"galleryHeight":3938,"scrollBase":0}}