Customer Journey Reviews

Is the operation of your business designed around how it works for you or for your customer?

How good is your customer experience and how can you improve it?

We help organisations improve their customer experience by looking at the whole journey through the customers eye. Many organisations focus on internal processes. They look at how they work in functions and when asked to improve see this as a request to remove cost. But what if improving the process in team A creates more work for team B and worst still makes it’s harder for the customer to do business with you.

How can we help?

We can help you review your customer journey. By mapping your customer journey and experience to your functional operations and business activities we will provide you with a clear view on your customers experience of doing business with you.

We will also provide a comprehensive report on recommended actions that you could take to improve the customer experience, detailing how these actions can be delivered and the associate benefits of making that change.


"Hayley came into Wave to assist with recovering our debt position and she very swiftly was able to provide clarity and identify both quick wins and longer term improvement. Hayley prepared a plan and gained board approval and since then she has driven change working in partnership with our IT Team and worked with the team to coach and develop ongoing skills. Hayley works in partnership with the team at Wave and the TICL business ethos of collaboration and sustainable improvement, is clearly evident."

Lucy Darch - CEO

UK Energy Supplier

"Hayley and her team supported us with developing a bespoke set of training materials to improve the quality, consistency, breadth and relevance of our induction training. The knowledge that TICL has of the energy industry and their experience allowed them to see through the complexity of our processes and work closely with our teams to develop something that met our needs quickly. Feedback from managers across the business was entirely positive and we’re already working with TICL again to map processes against our customer journey."

Head of Operations


UK Water Company

"We engaged Think, Inspire & Create to carry out a transformation in our contact centres. I wanted an organisation that could challenge us in best in class in customer service experience, who’s values were aligned to ours and who could work with us as a partner to effect the transformation.

The team have more than matched these requirement."

Customer Service Director

Renewable Energy Company

"Think, Inspire & Create take accountability not only for the work they are leading, but also in 'doing the right thing'.

They have helped inspire teams to re-set what good looks like and inspiring others to achieve it."

Customer Service Director

Wave Utilities

"Having worked with Think, Inspire & Create over the last year I have found their service to be excellent. The team are friendly, knowledgeable and responsive. They take time to understand the business requirements allowing them to tailor their services to the need of the customer. Their ability to provide a high standard of services has enabled delivery of agreed works and the ability to adapt to changing circumstances. I would be more than happy to recommend the Think, Inspire & Create team to colleagues and potentially new clients."

Amy Duffield - Director of Systems

UK Energy Retailer

"We were fortunate enough to work with Hayley, Jenny, Pip & Ben, all at TICL were enthusiastic, patient, friendly and approachable. Nothing was too much effort, they were extremely happy to answer our questions and suggest ways forward for the task in hand and to keep building our future business with best practices in mind.

We look forward to working with TICL again in the near future!"

Head of Operations

customer journey reviews