Eleven Consult
Customer & Industry Transformation.Transform without losing what customers trust.
Deep experience across financial services, retail and other consumer-facing businesses, connecting customer experience, operations and technology so change reaches the customer intact.
Where it gets stuck, and what good looks like.
Customer experience is where transformation becomes visible. A new app, a redesigned contact centre or a new service model is judged in minutes by people who don't care how hard it was to build.
We have redesigned customer operations at scale, in regulated industries, while the business kept serving customers. We know where the risk sits: in the handoffs between channels, in the systems nobody wants to touch, and in the teams who have to work differently on Monday.
- One view of the customer across channels.
- Operations designed around customer journeys, not departments.
- Change rolled out without disrupting service.
- Experience measured where it matters: usage, satisfaction and cost to serve.
Industry depth where it counts.
Financial services
Banking and financial services transformation, shaped by years inside complex, regulated organisations.
Retail & consumer
Commerce, operations and customer experience, informed by running our own online store.
Customer operations
Contact centre, branch and digital channels connected into one service model.
Journeys & experience
End-to-end journeys designed with the people who run them and the customers who use them.
Typical engagements
- Customer journey and service redesign
- Contact centre and branch transformation
- Omnichannel operating models
- Transformation in financial services and retail
Usually for
Consumer-facing businesses changing how they serve customers.
Transformation rarely stays in one lane.
Have a transformation that needs to move?
Tell us what you're trying to change, where you're stuck or what you need to get moving. No sales pitch. No predefined package.