We help businesses unify all customer initiatives across the organisation. To do this we work across and within the functions of brand, product, pricing, sales and service customer experience (digital, telephony and retail), content development, engagement, technology and advertising.

Our strategic and operational advice delivers improved revenue, profit and reputation to our clients.

We specialise in complex services – where markets are complicated and products are intangible. Regulations, high levels of specialist knowledge contained in products, technology, varying customer needs and intangible products make service business complex. Examples of complex services include health insurance, health services, lending products, financial advice and technical services.

We’ve worked with

We specialise in the following industries / complex services

Financial Services icon
Financial Services
Banking icon
Banking
Healthcare icon
Health Insurance & Healthcare
Professional Services icon
Professional Services
Infrastructure icon
Infrastructure
Construction icon
Construction
Government Agenices icon
Government Agencies
Spatial Information, Surveying & Mapping icon
Spatial Information, Surveying & Mapping

CVP Insights

For more than a decade CVP has worked with executive leaders of complex service organisations.  We focus on increasing the combined and individual performance of strategy, brand, sales and service channels, product portfolios, advertising and communications.

There are a set of recurring ‘customer performance-killers’ that challenge complex service businesses. Without understanding and tackling these, customers become dissatisfied. And many revenue and profit generating opportunities are lost.

Having a complex offering that is not tangible creates the perfect storm for incompatible views about customers and the marketplace across the organisation. It is more common for the marketing and marketplace functions to be out of alignment here than in other types of businesses. Conventional or average professional practices within contact centres, digital services, product development teams, communications and advertising get lost in the complexity. And customer engagement suffers.

CVP’s insights, products, intellectual property and tailored services ensure that customer initiatives are unified across the organisation. Revenue, brand and profit are quickly elevated as a result.