Where the Digital Surface and the Human Encounter Meet

The Customer Journey Conversation is a good starting point for organisations that sense their customer experience has accumulated over time but lack a clear view of where the friction lies. The Data Architecture Advisory suits organisations whose customer-facing systems have grown in successive waves and carry significant integration complexity. The Service Design Workshop is most appropriate when a specific service — onboarding, claims, renewal — is the focus. We are happy to discuss your situation before you commit to anything.

The Customer Journey Conversation typically runs over three to four weeks from scoping call to written paper. The Data Architecture Advisory is a longer engagement — usually six to eight weeks depending on the complexity of the systems landscape. The Service Design Workshop is delivered over two consecutive days, with the written service brief following within one week.

For the Journey Conversation, we typically speak with people from sales, service, and operations, as well as the team responsible for the supporting technology. For the Data Architecture Advisory, we need access to the people who manage the CRM, marketing platform, and data infrastructure. For the Workshop, we work directly with the team that operates the service in question — usually a group of six to twelve people.

The published fees cover the advisory work and all written deliverables. Travel costs within Klang Valley are included. For engagements that require travel beyond Kuala Lumpur, we discuss any additional costs transparently before the engagement begins. There are no hidden charges.

We sign a mutual non-disclosure agreement before any engagement begins. The written deliverables are prepared exclusively for the commissioning organisation and are not shared, published, or referenced in any form without explicit written consent.

Our engagements suit mid-size and larger organisations in Malaysia — typically those with multiple customer-facing channels, more than one system managing the customer relationship, and a leadership team that takes the customer experience seriously but finds it difficult to see the whole picture clearly. Financial services, telecommunications, healthcare administration, and professional services are sectors where we have relevant experience.