Our projects in customer experience optimisation started back in 2001 when Konrad was asked to work with a number of local government project teams around the UK to help them develop strategies to improve customer service delivery. These strategies included the development of the first local authority One Stop Shops.
In 2006 Konrad and Paul Purcell established Konvergence Consulting (UK) Ltd to expand the scope of consultancy to improve the performance of all kinds of physical spaces and customer experiences, both in the UK and internationally.
Over the past 13 years Konvergence has delivered many millions in benefits and efficiencies to some of the world’s leading businesses as well as major public-sector organisations.
We have successfully improved the customer experience for people who use many different types of built environments – high street stores, supermarkets, retail banks, airports, libraries, customer service centres, hospital outpatient units, restaurants, car dealerships, offices, chemists – to name just a few and have delivered over 100 change programmes in this area.
Konvergence Consulting UK Ltd are also thought leaders to academic institutions in subjects such as service design, user experience and usability.
Our philosophy is simple – we believe the only way to deliver great customer experiences is to get out in the field and walk in your customers shoes.