Cadence Innova

Customer Experience Strategy Service

We help review and develop your customer experience strategy, by understanding organisational objectives, researching customer needs, developing customer personas and mapping customer journeys. We use maturity assessments to assess your organisation’s maturity level, looking at how experiences and journeys can be improved and designed, enabling organisations to embed customer-centricity.

Features

• Customer experience / satisfaction metrics and KPIs
• Recommended customer experience strategy
• Maturity assessment tools, to assess organisation / service level maturity
• Stakeholder consultation
• Workshop design and facilitation
• Customer categorisation criteria, sampling and selection
• Design and analysis of service and full life-cycle customer journeys
• Knowledge/skills transfer for employees to undertake customer journey mapping
• Benefits mapping from optimisation of technology solutions, including cloud adoption/migration

Benefits

• Tailored customer service for improved customer experience and cloud access
• Baselined / improved understanding of customer experiences
• Innovation from adoption of technology solutions, including cloud services
• Improved quality and management of customer experience
• Enhanced change culture and tools for continuous improvement
• Scalable, future-proof Customer Experience strategy
• Improved usage of data and insight to continuously improve
• Results driven by customer validation and stakeholder input

£495 to £1,650 a unit a day

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at opportunities@cadenceinnova.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

603633665667854

Contact

Jane Barrett
07957634223
opportunities@cadenceinnova.com

Planning

• Planning service: Yes
• How the planning service works: We can provide the full range of planning services to support initiation of programmes and projects including delivery of cloud solutions and wider digital and technology implementations. Our approach tailors to your specific needs whilst aligning with best practice across government functional standards, Infrastructure and Project Authority requirements (for major programmes), and GDS standards including the Technology Code of Practice. ; The breadth and depth of our expertise means we can support you from the early stages, providing facilitation and stakeholder management services to develop and agree the vision and goals, underpinned by OKRs and KPIs. We can work with you to define scope, develop business cases, secure funding, define benefits, and support with any required procurements for cloud or other technology solutions. ; We can support you in designing the most appropriate delivery methodology (agile, waterfall, hybrid), creating delivery plans, and defining appropriate governance arrangements. Our services can extend to design and implementation of PMOs if required. Our teams will use our experience of delivering complex and major programmes to identify risks and uncertainties and define mitigation strategies. We can help maximise the chances of full adoption of changes through helping you develop your approach to change management at the outset.
• Planning service works with specific services: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Ensuring that we deliver quality service and assuring our customers of that quality throughout delivery is critical to our success. Our approach to quality assurance centres around independent and constructive challenge. From project initiation through to completion, we conduct regular reviews to ensure robust methodologies are used, plans are realistic, and deliverables consistently meet quality standards. Our QA processes are designed to be simple, pragmatic, and flexible so they can adapt to customer- and project-specific variations while still ensuring high-quality outcomes.; As an award-winning consultancy for public sector digital transformation, we understand the critical importance of conducting robust quality assurance for all digital and cloud systems. Our focus is on ensuring functional and non-functional requirements are clearly documented and testable, architecture is assured through technical design authorities, and that all appropriate testing (functional, penetration, performance, accessibility, etc) is conducted, documented, and signed-off before putting new systems live. Our ‘work with’ rather than ‘do to’ ethos means we will work with your internal teams and/or partners for quality assurance of systems, which also ensures you have in-house knowledge of your digital products and services.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: None

User support

• Email or online ticketing support: No
• Phone support: No
• Web chat support: No
• Support levels: N/A

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  In December 2023, Cadence Innova attained B Corp certification, signifying adherence to top-tier sustainability standards encompassing social and environmental performance with board-level accountability. Impact assessment is regularly communicated to the Board, driving continuous improvement aligned with our ESG strategy and social purpose.; We are committed to Net Zero by 2050 and in line with CCS requirements, we have published our Carbon Reduction Plan. In addition, we are a signatory to the SME Climate Commitment, recognising climate change’s widespread threat.; We work together with our suppliers and clients on projects to minimise activity with an environmental impact and define a low-carbon future enabled by digital technology. ; Getting to work, how we work, and how we lead others exemplifies our commitment to Net Zero by 2050. We use public transport by default, implement no fly policy where appropriate and embrace both electric car leasing and cycle schemes. Internally, our procurement policies are based upon our responsible sourcing strategy, requiring assurance from all suppliers on sustainability, including Carbon emissions. We are digitally based in a shared office environment, and we reuse as far as possible, for example, our laptop devices at the end of life are refurbished and donated to our company charity supporting children in care. In project, we maintain our leadership position with ongoing training and knowledge sharing with our staff to ensure we are applying environmental best practices, and then work with clients to support both our and their sustainable practices and goals. Beyond this, we proactively engage in an offset scheme, run by a specialist not-for-profit established to assist SMEs in offsetting their carbon footprint.; Through B Corp membership we stay updated on best practices, engage in B Corp community activities and challenges, and contribute to a larger movement for positive change.

  Tackling economic inequality

  Our B Corp certification means we achieve top-tier sustainability standards encompassing social and environmental performance with board-level accountability. As a signatory and member of the Management Consultancy Association (MCA, our industry body) we have signed up to 13 principles of consulting excellence emphasizing ethics, client value, professional development, and diversity and inclusion. One of the first SMEs to be accredited to the Chartered Management Consultant Standard (ChMC), we have committed to developing our people from their diverse backgrounds. Our accreditation to ChMC ensures that our teams are supported to achieve this standard through practical learning and development, including informal learning sessions and mentoring. They use these skills when working with clients to ensure knowledge transfer and share best practices in delivery management, service design, and technical skills. Cadence, an employee-owned company, fosters a culture of diversity, collaboration, and inclusion. We recruit Cadence people from different social, educational, and professional backgrounds – ensuring that there is equity in the process and that we recruit deliberately to sustain our diverse culture. We are driving to increase the apprenticeships we support. We work with like-minded partners and suppliers, enabling us to build innovative and creative supply chains to deliver additional client value. Through this, we provide innovative and secure solutions to problems that give us the ability as an SME to be nimble and flexible to adapt to changing environments and needs. In ensuring we support people from different social backgrounds, Cadence is a signatory to the Tech Talent Charter, a non-profit organisation addressing inequality in the UK tech sector. We are also an Industry Partner of Durham University’s TechUp Skills Bootcamps empowering minority groups and the underserved. We actively support their work through high-level mentorship, and we engage in social media campaigns where our teams provide role models for minority groups

  Equal opportunity

  Cadence Innova is B Corp certified, adhering to top-tier standards encompassing social and environmental performance with board-level accountability. Our ESG Board member served as Chair of the Management Consultancies Association (MCA, our industry body) Diversity and Inclusion Group instrumental in developing best practices. Cadence is a signatory to MCA’s 13 Consulting Excellence Principles including commitments to Diversity and Inclusion. ; Cadence fosters a culture of diversity, collaboration, and inclusion, exemplified by its 60% female, ethnically diverse, and socially varied Board, serving as staff role models. We recruit people from different social, educational, and professional backgrounds, understanding that our value for clients comes from the richness of thought, background, and experience that diverse hiring achieves. The ability to analyse and solve complex issues and build great relationships can be found in any number of places, so Cadence people come from education, management, the armed forces, automotive, retail, Government, and financial services.; Our structure enables individuals from less represented groups to talk to colleagues, increasing awareness and understanding. Our diversity statistics are monitored, and we are above the average in all protected characteristic groups. We are proud to have many returners to work as employees, and have also developed some of our employees through apprenticeships. We are one of the few SMEs accredited to gain chartership for our management consultants ensuring development and progression.; Cadence is a signatory to the Tech Talent Charter, a non-profit organisation addressing inequality in the UK tech sector. We are an Industry Partner of Durham University’s TechUp Skills Bootcamps empowering minority groups and the underserved. We are currently undergoing assessment to level 1 Disability Confident Commitment ensuring we recruit, adjust, and support our colleagues with disabilities. Additionally, we continue to work with charities supporting children in care and vulnerable women in order to make a broader societal impact.

  Wellbeing

  Cadence Innova achieved B Corp certification in December 2023, showcasing a commitment to robust sustainability standards integrating social and environmental performance with board-level oversight. Regular impact assessments inform continuous improvement aligned with the company's ESG (Environmental, Social, and Governance) strategy and social mission. Prioritising employee health and wellbeing not only reflects ESG priorities but also enhances client outcomes and business success.; The company fosters a supportive environment where employees can openly communicate and receive assistance. During the COVID-19 pandemic and subsequent transition to hybrid work models, frequent and transparent communication channels were maintained to uphold the company's open culture.; Cadence supports employee wellbeing through a wide range of initiatives. We implement a wellbeing program with tailored workshops and webinars covering stress management, work-life balance, and grief support. We train staff as mental health first aiders, provide access to resources through the company's intranet wellbeing page, and have flexible working arrangements in place to support individual wellbeing. All our evolving policies, such as those addressing menopause and caregiving, are discussed in regular all-staff meetings. We also provide health insurance with additional benefits like gym memberships, physiotherapy, and mental health support.; Employee happiness is systematically measured as part of our business plan, providing insights for continual improvement and action at the board level. Moreover, team wellbeing is integrated into client projects from the outset. During project mobilisation, concerns regarding wellbeing are discussed, and team charters are established to ensure mutual support throughout the project lifecycle. Assignment leads engage in regular health and wellbeing conversations with project members, addressing issues through the company's delivery quality process. Our resources are made available to clients, aligning with their policies and processes.; By prioritising employee wellbeing, Cadence Innova not only fulfils its ESG commitments but also enhances employee satisfaction, client outcomes, and overall business success.

Pricing

• Price: £495 to £1,650 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at opportunities@cadenceinnova.com. Tell them what format you need. It will help if you say what assistive technology you use.