About

At the Customer Outcomes Group we are very proud of the results our clients have obtained working with us across their customer facing channels such as contact centres, face to face and back office. We are delighted that they have enjoyed working with us and that we have helped them deliver results for their customers and shareholders. It’s very satisfying when our clients thank us in person for the work we do, re-engage us when they get new roles and offer to be references.....

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We have shown that our PRISM framework for transforming customer operations works across industries and channels. We don’t have armies of graduates just experience, proven Intellectual Property and acquired wisdom. We are deep specialists in what we do and know our approach is unique. We have challenged conventional ways of operating through our two books and our techniques for service and sales design. We deliver outcomes, hence the name.

Graham Howard is the Director of COG. He combines successful careers in customer experience delivery and best management practice design and implementation. Graham's work has resulted in significant customer service improvements at many institutions.