AI on its own won’t fix broken journeys or unsupported Agents.

Everyone is investing in agentic AI and automation – but if your processes, journeys and frontline teams aren’t ready, you’re just moving the friction around: repeat contacts don’t drop, complaints pile up, and agents are left handling more complex, stressful work.

UNIQ Consulting sits exactly at that intersection. We redesign journeys, complaints and contact centre operations so your AI and digital investments actually pay off – improving your NPS, FCR and cost‑to‑serve, not just your slideware.

Trusted by

Empowering Customer Experience Success

At UNIQ Consulting Services, we empower your customer operations to achieve operational excellence and sustainable growth. Drawing on deep industry expertise and proven methodologies, we deliver tailored solutions that optimise processes, enhance customer experience, and drive measurable results. From strategic transformation to hands-on implementation, our commitment is to unlock your organisation’s full potential—ensuring agility, efficiency, and long-term success in a rapidly evolving landscape.

Our Values

Subject Matter Experts

Together with our founder, who holds a leading position in the sector, we have dedicated all our development to specialising in Customer Experience Management, Business Process Management and Call Centres. We continue to provide consultancy and training services to major organisations with a strong, dynamic, and professional team.

Analytical and Detail-Focused

We approach each subject with a 360° and in-depth perspective, involving different stakeholders in the process and going back to the floor to question every detail. This enables us to deliver accurate analyses and develop original, practical solutions.

Realistic, Results-Driven, and Built to Stick

We don’t deliver glossy slide decks that gather dust. Our recommendations are clear, actionable, and grounded in your operational reality — so they’re understood, adopted, and drive measurable impact. We work closely with your teams to ensure change lands and lasts.

Full Ownership of the Work

One of our unique values is that we always stand behind the solutions we offer and continue to provide full support in their implementation. Throughout the corporate partnership that begins with consultancy and training, we take responsibility for every phase. We are always ready to get hands-on and do whatever is necessary.

UNIQ Consulting Services in Numbers

Authentic consulting services designed to refine every aspect of the customer experience, delivering tailored solutions that drive measurable results and lasting value.

25

1.200

implemented recommendations

years of experience

45+

successful projects

100%

customer retention rate

Our Services

• Contact Centre & Customer Care

• Claims & Complaint Management

• Customer Experience Management

• Business Process Management

• Programme Management

• People Development

Some of our Bestsellers:

If you’re not sure where to start, these proven programmes deliver fast, measurable impact.

• Rapid Results: 50-Day AI & Operations Health Check

• Assess whether your AI, bots and self service are actually improving first contact resolution, complaints, effort and backlog. We baseline key KPIs, review 2–3 priority journeys (such as disruption/refund or billing/plan changes), interview agents and team leaders, and deliver a short, punchy report with a 90 day “no regrets” improvement plan.

• Claims & Complaints Excellence for the AI Era

• Design complaints flows where AI and people work together. AI handles simple, well structured cases while your teams focus on complex, emotional and multi step issues. Customers receive one clear outcome instead of multiple callbacks, reducing effort and protecting loyalty.

• Customer Journey Mapping Expedition

• We comprehensively map key customer journeys to identify critical pain points and design optimized experiences that foster loyalty and satisfaction.

• First Contact Resolution Masterclass

  Specialist programme focused on boosting first contact resolution rates, reducing repeat contacts, and creating seamless customer experiences. We equip your teams with the skills, knowledge, and processes needed to resolve customer issues efficiently and effectively on the first interaction.

• BPO Matchmaker: Partner Selection & Transition

• End-to-end support for outsourcing—covering feasibility analysis, partner selection, onboarding, and ongoing performance management. We ensure you find the right partner and establish robust governance to drive performance and achieve your strategic outsourcing objectives.

• Engineered for Experience

• Design and build resilient, scalable frontline operations that consistently deliver high-quality service. We optimize your operational structure, processes, and technology to create exceptional customer and employee experiences, ensuring sustainable performance and growth.

• Fix the Friction – Pre AI Process Re Engineering

• Identify and fix the 3–5 core processes that must be repaired before (or in parallel with) AI roll outs, so automation lands cleanly and doesn’t amplify existing problems. We streamline and optimise your processes to eliminate bottlenecks and create smoother, faster customer interactions.

• Agent Uplift: AI Augmented Frontline Programme

• Equip your teams with the workflows, knowledge and coaching they need to work confidently with AI. Agents learn to trust AI tools, know when to override them, and handle the more complex work that remains after automation—driving higher customer satisfaction and loyalty.

CX Excellence: Our Methodology, Your Success

Discovery:

We analyse your customer experience landscape to identify key opportunities for improvement..

Design:

We craft tailored strategies and solutions to elevate your customer journey.

Decision:

We guide you in making informed choices that drive impactful results.

Deployment:

We implement and monitor solutions to ensure sustainable, long-term success.

Get in touch

We’re here to help. Reach out with your questions or inquiries—our team is ready to support you and provide the information you need.