Meet changing consumer expectations – Download the whitepaper

Customer experience innovation services

When you spot an opportunity to disrupt your industry with a new product or service, you need a trusted partner to guide you.

We use our Service Design System to find what your customers love, bake it into your services, operation and programmes and create award winning service experiences, that your entire organisation is motivated to deploy.

How we can help

Customer service innovation

Deploy new solutions to old problems

Innovate fresh responses in tired marketplaces, and to enduring customer and business challenges.

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Improve customer service around your products

Add value to products using services

Differentiate and grow recurring revenues by wrapping services and customer service around your products.

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Innovate customer service for new products

Bring new products and services to market

Translate new technologies and insights into services people will want to buy and love to use.

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Innovate customer service

Imagine your future business, products and services

Understand how your business needs to change and define a vision to make it happen.

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"In classic Virgin style, their hotel experience takes the assumed ordinary details and makes them something extraordinary and unexpected."

Virgin Hotel Reader’s Choice Award 2016

Most Visionary Hotel 2015

Best Hotel in the United States 2016

Here’s how we do it

Insight to vision

Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.

Insight to vision

Design to pilot

Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.

Design to pilot

Plan to mobilise

Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.

Plan to mobilise

Other ways we can help


It's working, but not well enough

When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.

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Reimagine customer journey

Think differently to stay ahead

When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.

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What does a service designer do

A day in the life of a Service Designer

What does a Service Designer do all day? We asked Engine Service Designer, Sam Hirsch to share.

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A black and white geometric pattern with thick and thin black lines leading to an object that looks to be like a complex diamond

A guide to ecosystem services design

Business ecosystems are creators of value. Here's a practical and accessible approach to unlocking value within your business ecosystem.

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