Our Prospectus

hello@exceedallexpectations.com @eae_tweets +44 20 3289 6056

Whether you’re looking for strategic advice or everyday project support, we can help. Our work puts your customer at the forefront of our thinking, design and delivery. Our work with you is tailored based on your unique requirements and needs.

What we do�Our services�

Whether it’s a process project or a Net Promoter programme, we can help.

2

Experience Strategy Customer Journeys Customer Segmentation

User Experience Process Management Service Design

Research Employee Engagement Brand Values

What we do Our approach�

We like to be methodical. We like to provide clarity around the way we work, how we manage projects and how we deliver for our clients. Our approach means that you can have confidence in working with a team that delivers meticulous and thorough work time and again.

3

Background & history Our current clients and some of our experience

•  Working with clients across software, enterprise, education, transportation infrastructure and telecommunications

•  Experience with tourism, travel, healthcare and hospitality.

•  United Kingdom, Germany, Ireland & United States.

•  Based in Oxfordshire and Buckinghamshire

From start-ups to corporates and everything in-between.

4

How we do it Creative thinking and collaboration�

Collaboration and co-creation workshops We bring individuals and teams together to achieve a common goal. We break down silos, join the dots and bring customers and users into the design process. We ensure that everyone’s voice is heard.

Leadership and guidance We understand when we need to lead and when we need to support our clients. We believe the answers lie within our client’s business. We work hard to help them solve their challenges themselves. We work to help create change which is sustainable.

Creativity and positivity We established Exceed All Expectations to put creativity back into experience design and continual improvement.

From discussing to debating, from listening to scribbling, from thinking to implementing.

5

Exceptional interpreters Stronger together

Brave

Our values Our ethos and behaviour

Listening to customers is important, but understanding and being able to to use what is heard is what's really crucial to your success. And that’s where we come in. To exceed the expectations of the customer you need a forensic approach. We have this skill and it will make a difference to your business. You’ll understand customer expectations, motivations and behaviours with our help. We'll help you turn valuable customer information into a business advantage.

Change is often difficult. We’ll anticipate the different degrees of support you will need when you are going through it. We’ll develop an intuitive understanding of your customers that we will share with you. It’s not about replacing skills or telling you how to run your business. It’s about working together to achieve fantastic results.

We are here to challenge your thinking and your way of doing business. We will encourage you to think differently, help you to make difficult decisions. There’s no reward without risk.

We are…

6

An introduction I am co-owner of customer experience consultancy Exceed All Expectations where I provide consultancy to large and small businesses across all sectors. I’m passionate about people: what they think, how they behave and why they make decisions. I’m driven to understand a customer's perception, motivation, expectation and behaviour.

Meet the team Hello. I’m Paul Roberts

Qualifications •  Project Manager - Prince2 (Foundation and Practitioner) •  ITIL (Information Technology Infrastructure Library) Level 3 •  Scrum Master (Scrum Master Certification 2013)

Background After a five-year stint in media planning and strategy I jumped to client side with a role at Macmillan Cancer Support. My subsequent move to Vodafone took me into the world of customer experience. It was here that I was inspired to launch my own consultancy business. I’ve had the great privilege to work with some great clients in the exciting time since. Skills & Experience I am skilled at programme and project management in complex organisations and in multimarket environments. My experience ranges from healthcare to tourism. From telecoms to payments. I’ve worked in B2B and B2C. Amongst the many areas in which I work are customer experience strategy, user experiences, process management and net promoter score.

7

An introduction Joint partner of Exceed all Expectations, a consultancy that helps businesses of all sizes attract and retain valuable customers. Our work enables businesses to see where they need to improve the experiences they deliver to customers. We recommend the best solutions and we’re often instrumental in making the changes necessary for business success.

Meet the team Hello. I’m Sandra Thompson

Qualifications •  CIM (Chartered Institute of Marketing) Diploma. •  Masters – Strategic Marketing Communications •  Customer Experience – Certificate (New York) •  NLP Practitioner

Background I founded Exceed all Expectations with the belief that business sustainability and employee retention could only be achieved through consistently delivering excellent customer experiences. While I had worked in marketing throughout my career It seemed obvious to me that marketing would only be effective if the operation and its people worked together to exceed the expectations of customers. Skills & Experience •  Strategic marketing communications planning and effective

multi-channel delivery and monitoring •  Training and coaching - within change programmes •  Call centre optimisation – people, processes and systems. •  Internal communications expert – design, delivery and

continual improvement.

8

Prolific writers, bloggers and conference speakers Not forgetting twitterers.

From maturity modelling to personas. From multichannel retail to survey design.

10

Case studies Practical application

User Experience Online Transformation

Client: A leading European telecommunications company. Challenge: The company operates in a competitive landscape where there is little differentiation between operators and where significant growth from challenger brands is a threat. The business recognised that differentiating through customer experience could deliver significant market growth and reduce customer churn. Improving cross-channel and online experiences and preparing the business for the future was crucial to helping the company maintain market leadership.

Results: Paul led a project that transformed cross-channel and online customer experience. He employed futurology techniques to identify the requirements of customers living in the transformation target date of 2018. He defined all the user journeys across all channels, then used the futurology work to begin design of future customer experiences and journeys. The work is now moving towards the development phase where the project team will deliver prototypes that can be used for further customer validation prior to launch.

Research, benchmarking, futurology User journey definition, use case cataloguing Detailed design and prototyping

Customer Experience Multi-channel Transformation

Client: A leading European telecommunications company. Challenge: With the growth of MVNOs and the rise of challenger brands this leading telco needed to differentiate its service and experience offer to maintain market leadership. For the business the rapid rise of over-the-top players meant price could no longer be relied upon as a way of acquiring and retaining customers. The challenge was to avoid the mistakes of the past and to design experiences rather than simply matching processes to a pre-bought information technology stack.

Results: Our work resulted in the business investing in areas where it mattered most to the customer. Our biggest achievement was completing this design work with customers involved throughout the process. As a Customer Experience Manager for enterprise it was Paul’s role to ensure that experiences being designed took into account the complexity and superior demands of some of our biggest customers and their end-users. Paul worked with the consumer team to define a simple and standardised customer journey framework.

Lifecycle & journey mapping User journey definition, use case cataloguing Detailed design and prototyping

Voice of the Customer Global Net Promoter Score Harmonisation & Standardisation

Client: A leading enterprise software and payment business. Challenge: Over the years the local application of NPS within this company had led to a confused and inconsistent approach to sampling, survey design, data management, reporting, closed loop and continual improvement. Harmonisation and standardisation was needed to improve how NPS was implemented and managed across the business. There was a desire to reinforce the integrity and confidence in NPS whilst moving the internal business culture from number watching to continuous operational improvement.

Results: By the end of the programme employees will have greater confidence in NPS whilst the wider business will benefit from putting customers at the heart of decision making. As the Global Programme Manager Paul was responsible for delivering the new harmonised and standardised NPS across Europe and North America. It was also his responsibility to manage the various projects and workstreams across a multi-disciplinary set of stakeholders. Workstreams include sampling strategy, survey design, reporting, data managements, closed loop process design, training, legal and continual improvement initiatives.

Sampling strategy, data management Survey and closed loop design Logistical implementation and rollout

Customer Experience Enterprise Experience Strategy

Client: A leading European telecommunications company. Challenge: With increased competition from online and cloud players the business needed to improve its customer experience in order to maintain market leadership and avoid further loss in market share. For enterprise customers the threat was even greater with the likes of Oracle and Google moving into traditional telco spaces. The challenge was to define a customer experience strategy that would improve the business’ overall capability to differentiate.

Results: As a Customer Experience Manager for enterprise it was Paul’s role to define a customer experience strategy that outperformed those recognised as leaders and innovators in customer experience. This was achieved by benchmarking, maturity modelling and outcome definition. The maturity elements enabled us to assess current customer experience capability and to identify areas for improvement, which were then ranked according to priority.

Benchmarking Maturity modelling Improvement planning

15  

Skills, expertise and competencies How we can help you

16  

From strategic thinking to programme management From UX design to survey design

UX Design Strategy Development

Programme Management

Survey Design

Competitive Analysis Futurology

17  

Getting ahead and staying ahead Helping businesses design for the future

Customer research + futurology + technology + design Designing experiences that put the user at the heart of the design process. Using technology and customer profiling to deliver unique, personalised, relevant and differentiated experiences.

UX Design & Prototypes

iBeacon

18  

Experience strategy & journey mapping Helping businesses design differentiation

Experiences and journeys designed and validated by customers Building customer journeys that differentiate businesses and help to them deliver what really matters to customers. Identifying pain points for improvement and new opportunities for engagement.

Customer Journey Mapping

Collaborative Workshops

19  

Concept & scenario design Creating internal excitement

Creating conceptual futures Building customer and user journeys based in the near future. Using journeys to inspire product, service and experience teams to imagine new opportunities for business development and expansion.

Smart Cities. Harnessing Data to Empower Cities & Citizens of the 21st Century.

Collaborative Workshops

Concept Education

Future Experience Journey Mapping

20  

Satisfied clients Work that gets recognised

NPS survey design

Recommendations Testimonials

Aisling Hassell, Head of International CX, Airbnb “Paul is a terrific customer advocate and an asset to any company who is trying to deliver a better customer experience. His endless passion and commitment are evident in the way he champions the customer cause, helps departments to deliver better operations for customers, and even troubleshoots customer issues through to conclusion. As a colleague, Paul is a joy to work with. He is very efficient and delivers quality work on time and to a very high standard. His sense of humour is also fun to be around. He is a great team player. I would highly recommend Paul and it would be a joy to work with him again in the future.”

Vanessa Donnelly, Former Head of Service Design, Vodafone “Paul is passionate and knowledgeable about customer experience, dedicated and conscientious, always putting in the extra work to meet tight deadlines and deliver great quality work. We had great fun working together on customer experience at Vodafone and I hope we get to work together in the future.”

Liz O’Meara, Head of Target Operating Models, Vodafone “It has been an absolute pleasure working with Paul these past eight months, he is a very tenacious and incredibly driven individual who has no trouble fitting in quickly as part of a team. Vodafone is a complex and confusing place for many people who have been there for years so for someone who had no telecoms experience to walk in and be so effectual is really quite amazing and this is all a testimony to Paul’s eagerness to get stuck in at an operational level to truly understand what the customers and business are really about. He has known when to challenge the status quo, suggest new and quite radical ways of working, take ownership where it has been needed and drive things to the desired outcome for Vodafone customer experience. I suspect he will be in great demand across our business for the foreseeable future!”

Chuck Berman, Director, Customer Analytics, Sage “Paul is hands down the best Program Manager and planner I’ve worked with throughout the course of my career. Paul successfully managed the launch of our Global Net Promoter program while maintaining a strong customer focus. Paul is responsible, reliable, and extremely effective in managing large projects that require strategic planning with high corporate visibility. I would highly recommend Paul to anyone seeking a strong program leader that’s results oriented and committed to the overall success of any program”.

Further reference are available on request. Please feel free to engage with clients to verify my work.

Recommendations Testimonials

David Meadows, Director Strategic Programme & Head of Marketing Communications “Sandra led a wide range of customer engagement projects at the OU. Strategically, she reviewed the student journey across a number of different directorates including brand, marketing communications, customer services and regional centres. Professional but also personable, we always considered Sandra to be part of the team while at the same time we recognised that she was driving changed”.

Picture  

Helen Shore, Head of Service Design, Network Rail “Sandra has an ability to quickly grasp and simplify some really complex aspects of our operation. Her enthusiasm and drive to do the best thing for the customer is infectious and people naturally want to do their part within a project for the better. Sandra is a rare gem, customer and people focused, I would recommend her to you without hesitation”.

Marc Silverside, Director of Communications, Macmillan Cancer Support “Sandra led a programme of work reviewing our brand values. We went from being able to list what the values were and not understanding what they meant to being able to immediately know if we were ‘on brand or off brand’ in the decisions we made and the behaviour we showed. Sandra coached us throughout the process and delivered some innovative and effective training across the organisation. Sandra’s bright and has the ability to challenge your thinking in an encouraging way. She’s a brilliant catalyst for change”.

Further reference are available on request. Please feel free to engage with clients to verify my work.

Want to know more? Let’s connect

We’d love to connect with you and discuss how we can help. In the meantime please visit our website www.exceedallexpectations.com to learn more. We have plenty of free guides and resources on all our services. You can also follow us on LinkedIn and Twitter. Remember to visit our blog where you’ll find all the latest news and views on everything from drone delivery to anticipatory retail.

http://uk.linkedin.com/in/paulrobertsateae/

hello@exceedallexpectations.com @eae_tweets +44 20 3289 6056

24  

End.