Consulting I Professional Services I Managed Services
Your partners in delivering Effective Service
We partner with organisations to improve service, increase revenue and reduce operating costs, by identifying, quantifying and eliminating “service waste.” We support organisations to shift from an efficiency focus to an effectiveness approach, delivering sustainable benefits and improved capabilities.
Our method
Developed, applied and refined over decades, our game-changing Effective Service method enables us to rapidly find, quantify and eliminate significant service waste wherever it lies in your business.
Our approach
By leveraging our method, experience and making our IP reusable and available to Clients, we spend less time consulting and more time on better analysis and smarter decisions on the solutions required to get your business to better outcomes, faster. We consult, train and support in the delivery of solutions required to sustain Effective Service, removing long-term, costly dependency on external consultants.
Speed and value
We can quantify and identify the root cause drivers of service waste in five days and if we can’t identify hard benefits of at least five times our fees, then we won’t charge for our time.
Our leadership team
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Sean Keane
CO-FOUNDER AND MANAGING DIRECTOR
Sean has led, grown and sold CX technology and consulting businesses, and has a strong background in Op Model design, technology and process. He’s led complex programmes and teams for companies like Davies Group, Ember and Capgemini on behalf of brands like RSA, Tesco, BUPA, The British Council, Thames Water, Disney Channel and HMRC.
He’s a certified Customer Experience Professional (CCXP), PRINCE2 qualified and practitioner of Systems Thinking based methods. He’s also pioneered the development of Digital Twins for Organisations (‘DTO’) in enterprise applications for Operating Model, Process & IT programmes.
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Rob Wilson
CO-FOUNDER AND OPERATIONS DIRECTOR
Rob has worked internationally as an award winning leader and transformer of large contact centre and back office operations, and is a recognised expert on Systems Thinking in service organisations. Previous companies include Aviva, RAC, Marsh and Hyperoptic.
Well known as a coach and support to C-Suite executives, COOs, and Operations Directors to help them think critically, quickly get to root cause issues and build immediate action plans.
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Darren Coomer
DIRECTOR
Darren is the founder and CEO of The S&A Group. An accomplished entrepreneur, corporate CIO, insurance and regulated board executive. He’s led and delivered global scale organisational transformations and M&A’s and leads an active VC fund for technology and service incubators in FinTech, Web3 and AI.
An active member of the Service Economics Board focused on strategic growth and oversight.
Our delivery team and associates
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Deena Draper
Deena is a seasoned customer service expert with over 18 years’ experience working alongside organisations of all sizes in the UK and internationally. She has helped senior leaders understand their operations and develop internal capabilities to realise measurable improvements.
Deena specialises in large scale CX transformation programmes, customer journey and business process mapping, and is an expert on Systems Thinking in service organisations.
Previous companies include Aon, HBOS, BNP Paribas and Aviva.
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Amy Scott
Amy is a highly experienced service design expert who has worked with numerous blue-chip international brands to help them improve service and deliver better CX.
She has a reputation for creating highly effective initiatives and programmes that make a real and measurable impact.
Previous Clients include Ikea, Toyota, AEGON, Nationwide and Nuffield Health.
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Matt Stirland
Matt is an experienced operations and transformation director with over 20 years experience leading sales and service teams in Financial Services.
A qualified accountant, Matt brings strong analytical capabilities, along with an ability to solve complex business problems.
Matt has specialist knowledge of the pensions and equity release markets.
Former companies include Aviva and Age Partnership.
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Agata Krokowska
Agata is a former EY Advisory Consultant in Customer Strategy and Performance Improvement, who has played a key role helping leading UK FS organisations succeed with large and complex CX and digital transformations.
Areas of expertise include CX and EX design; End-to-End Customer Journey redesigns; digital transformation and business analysis.
Former companies include EY, Metro Bank, Financial Times and Baltic Exchange.
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Will Trump
Will is a behavioural scientist who specialises in helping businesses improve CX by focusing on customer behaviour.
He also uses predictive analytics to uncover new drivers of customer behaviour through the analysis of past data.
A former Head of Behavioural insights group at Swiss Re, Will has subsequently run over 70 trials with different clients, showing how small changes to context can make a big difference to customer behaviour.
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Sandra Vickery
Sandra is an experienced UX and Service Designer who has over 20 years experience in digital and design spanning consumer products and services through to regulated industries like Healthcare, FinTech and InsureTech.
Sandra is an expert in design thinking and systems thinking, highly skilled at reviewing business workflows, and product/service offerings including proposition, marketing and service design, and other digital practices.
Previous companies and Clients include BT, Open GI, and Sky.
