Develop Life - Omni-Channel Customer Service

Omni-Channel Customer Service

Customers - your customers - are demanding 24/7/365 access to your products and services. They are also demanding access to you via multiple channels. Whilst a primary contact method is still by phone, it's clear that Gen Y and Gen Z in particular are showing a distinct preference for the e-channel.

That said, customers will always demand choice. Drive them into a situation where customer service is solely via self-service, and you risk losing them.

We'll work closely with you to help you develop an omni-channel service strategy that engages with all your customers - giving them choice and a great experience.

Customer Service and Generations Y and Z

The window of opportunity is closing fast. There's a real risk that organisations that fail to embrace an omni-channel presence will cease to exist. Yet evidence shows that organisations with a consistent cross-channel service offering will steal a march on their competition and thrive in

Remember, Gens Y and Z have grown up aided by the rapid expansion of TV channels, MTV, DAB and internet radio, the web and e-zines. Gen Z, in particular, has grown up with a highly sophisticated media and computer environment and are much more Internet savvy and expert than their Gen Y forerunners. These are now your customers, and they demand to be heard!


Develop Life people have a number of years' experience in the changing face of customer contact. We can help you meet your customer expectations and avoid disappointment, helping you to connect with them on their terms. In doing this, we can:

  • Work with you to develop your omni-channel strategy and Target Operating Model
  • Design and run customer focus groups
  • Conduct a business readiness assessment
  • Analyse your current practices and develop your customer journeys into an integrated omni-channel offering
  • Help you to identify and procure the right systems for your business
  • Work with you to develop the optimised processes that will support your business long-term
  • Engage with your people in a shared omni-channel Vision
  • Provide programme management support to deliver the Vision
  • Create a test plan and suite of required test scripts, and conduct end to end testing (including user-acceptance)
  • Develop and deliver training (system and culture)
  • Provide Business Readiness assurance
  • Implement
  • Measure.

Recent Successes

  • Essential contribution to the successful delivery of a new Target Operating Model for a major Telecom Brand (2009-2011 UK, India and South Africa)
  • Key input into an omni-channel contact centre project for a London council (UK - 2013-2014)
  • Game-changing Operating Model revision for another major Telecom giant (2012-2013)

Programme and Project Management

Knowledge Management and elearning

People Development and Engagement

Contact Centre Consultancy

Omni-Channel Customer Service

Off-Shore and Shared Service Strategies