Across physical and digital channels, and the front and backstage of customer journeys, our “whole-systems” approach positions culture as the hero, enabling businesses and brands to deliver differentiation, exceptional customer experiences and superior business outcomes.
Harnessing culture to drive business outcomes.
We work with
7 Telly Awards
Entrepreneurial & Innovative
Training & Development Services.
We help clients build in-house cadres of service excellence champions with Learn|Share|Do, our model for experiential learning, organizational activation and upskilling. Rather than bringing an academic, theoretical or marketing "fluff" view of service excellence, our modular training and development programs are rigorous, company-specific and highly-relevant. Designed to be role specific, these dynamic experiences equip participants to immediately apply new knowledge and skills to real-world service delivery and operations. All of our programs are multi-modal (workshop, interactive, video, etc.), built with curated topics and content, and configured as half-day, full-day and multi-day programs to the specific needs of each organization.
Service excellence is not something that just “happens” - it comes from deliberate and determined action against powerful internal and external forces and the gravitational pull of mediocrity and the status quo. The risks of inertia and lost momentum within service excellence journeys can be overwhelming. As trusted partners, our Executive Advisors work 1:1 with leaders and teams to create and execute tailored roadmaps built to overcome barriers, and meet the business critical priorities of each client organization.
Lasting impact with better tools.
Whether designing new services and customer experiences or optimizing existing systems, businesses and brands need more than talk, they need real solutions. To assist, we deploy a set of visual tools that deepen collaboration, enliven thinking and bring clarity to today's complex service and CX challenges.
These powerful co-design and digital tools bridge the gap between theory and practice, helping our clients take action with confidence, build capacity and ensure self-sufficiency.
Transformation Team Coaching
With research, best practices and diagnostics as guideposts, our Executive Advisors coach leadership teams and PMOs through service excellence and CX transformation program design, course adjustments and long-term sustainment.
We help clients achieve service excellence differentiation at scale. We start by activating leadership and engaging organizations to design unique service excellence cultures and branded service propositions that all levels can understand, embrace, and hold each other accountable for. With simplicity and consistency as design drivers, we then work across channels and journeys to embed service excellence ethos into strategies, behaviors and day-to day operations. At Opptiv, this means going far beyond traditional change management to fundamentally "re-sequence" organizational and operational DNA to create enduring impact.
Personalized 1:1 coaching relationships with an Executive Advisor, providing a trusted sounding board to help individual leaders set priorities, validate decisions and grow in their roles as Service Excellence Champions.
1:1 Service Excellence Leader Coaching
Presentations and Training Workshops for Leadership and Organizational Activation.
Service Excellence Leadership
Accelerator Program (SELAP).
• "Building The Service Excellence Enterprise"
• "The Service Excellence Culture Imperative"
• "Elevating the Modern Patient Experience"
• "Delivering Exceptional Customer Service"
Access critical expertise, knowledge and best practices. We offer speaking engagements, facilitated off-sites, presentations and trainings delivered in the duration, time and location most convenient to individual clients.
Service Excellence Culture & Brand Transformation.
Service Excellence Strategy & Delivery Optimization.
• Customer Experience Design & Optimization
• Service Delivery Operating Model Design
• Service Quality Improvement & Turnaround
• Service Excellence Maturity Audit & Assurance
• Post-Merger Service Portfolio Integration
Get the outcomes you need from a process that works. We calibrate our collaborative 4D Advisory Process (Diagnose. Design. Deploy. Deliver.) to create bespoke advisory engagements and solutions for each client.
Our flagship, multi-day Service Industry L&D program designed to prepare cohorts of emerging leaders and high-potential employees for promotion, role transition, retention and long-term career success.
As extensions of our client's organizations, our coaches use a regular cadence of confidential consultations, delivered in-person or virtually, to help clients navigate their journeys to service excellence success.