Services
Advisory & Transformation Services
Niche Customer Experience Consulting Firm
A Pan-African Experience Intelligence & Transformation Advisory
We help organisations translate customer, employee, product, brand, and operational experience into measurable business outcomes, including growth, efficiency, trust, and risk reduction.
Our work is advisory-led, outcome-focused, and designed to support leadership teams navigating complexity, growth, and performance pressure.
Our Core Advisory Offering
The Experience Intelligence Transformation Mandate™ (EITM™)
Your consulting work is anchored on a single flagship mandate:
the Experience Intelligence Transformation Mandate™ (EITM™).
EITM™ is a time-bound, leadership-sponsored advisory engagement designed to help organisations:
- Understand what customers, employees, and operations are actually experiencing
- Identify where experience is affecting performance, trust, or risk
- Align leadership on priorities, ownership, and decisions
- Strengthen execution without creating long-term dependency
This is not a CX project.
It is a governance-and-performance mandate.
What We Support Through the Mandate
While each engagement is tailored, EITM™ typically supports organisations across the following advisory areas:
Experience Intelligence Diagnostics
We help organisations gain clear, evidence-based insight into customer, employee, product, brand, and operational experience — and how these experiences impact results.
This includes:
Experience and maturity diagnostics
CX / EX / PX / BX / OX assessments through various methods, including but not exclusive to surveys, focus groups, ethnographic research, mystery shopping, etc
Experience-related risk and performance reviews
Outcome:
Shared clarity and a fact base for leadership decision-making.
Strategy & Governance Design
We work with leadership teams to translate insights from customer, product, brand, employee, and operations experience into clear priorities, governance structures, and ownership.
This includes:
Experience-led strategy alignment
Executive sense-making and decision support
Governance, KPIs, and accountability design
Outcome:
Clear direction, alignment, and leadership ownership.
Execution-Guided Enablement™
We support organisations as agreed changes are implemented, working alongside internal teams to strengthen execution capability.
This includes:
Guided implementation support
Capability building for CX, service, and operations teams
Leadership and frontline enablement
Outcome:
Improved execution without dependency on external consultants.
Oversight & Performance Stewardship
We provide ongoing advisory support to help leadership teams monitor progress, manage experience-related risk, and sustain performance improvements.
This includes:
Periodic executive and board-level reviews
Performance and risk monitoring
Adjustment of priorities as maturity evolves
Outcome:
Experience becomes a sustained performance and governance lever.
Who We Work With
Our advisory services support:
- Business owners and founders seeking sustainable growth
- Functional leaders and professionals responsible for strategy, marketing, customer, operations, HR, brands & communications, IT, and product outcomes
- Executives and Boards requiring clarity, assurance, and performance oversight
We work across multiple sectors, including but not limited to financial services, telecommunications, healthcare, energy, retail, oil & gas, autodealership, manufacturing, education, and the public sector.
How We Are Different
- Advisory-led, not tool-led
- Builds internal capability, not dependency
- Outcome-focused, not activity-driven
- Board-relevant without being inaccessible
- Designed for African organisational realities
Looking for Training or Digital Solutions?
Learning, certification, and digital enablement are delivered through other parts of the Niche CX ecosystem:
Niche Institute of Customer Experience & Innovation (NICXI) – Learning & capability development
Niche CX Digital Solutions – Technology advisory and enablement
Our consulting firm remains focused on advisory, transformation, and performance outcomes.
Let's Talk
If you are exploring how customer, employee, brand, and product experience management can drive better performance, clearer decisions, or stronger execution in your organisation, we’d be glad to have a conversation.
