Services
The services that X-Shift professionals deliver
Advisory, assessment, design, architecture, integration, governance and managed operations. Every service can be procured independently, without any platform or solution attached.
- Commercial
- Project, retainer or service agreement
- Procurement
- With or without any X-Shift platform
PracticesCustomer ExperienceDigital TransformationInfrastructure & Managed ServicesProcuredWith or without any X-Shift platform
ServiceCustomer ExperienceCX Strategy & Transformation
Assess the experience delivered today and define the experience that the organisation intends to deliver.
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ServiceCustomer ExperienceContact Centre Transformation
Transform the service operation across people, process, technology and AI.
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ServiceCustomer ExperienceVoice of Customer (VoC) Programme Design & Implementation
Capture customer feedback across the channels where it is already expressed, and close the loop on the issues raised.
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ServiceCustomer ExperienceCustomer Journey & Service Design
Design the customer journeys that determine whether customers are retained or lost.
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ServiceCustomer ExperienceCustomer Service Process Design
Design complaint, case, request and escalation processes so that resolution is predictable.
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ServiceCustomer ExperienceCX Measurement & Performance
Measure experience so that the results indicate what requires remediation and who is accountable.
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ServiceCustomer ExperienceCX Technology Advisory & Integration
Define the experience architecture first, then select and integrate the technology.
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ServiceCustomer ExperienceOperating Model & Governance Design
Define experience ownership, decision rights and the manner in which performance is governed.
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ServiceCustomer ExperienceBeneficiary Experience & Government Standards Advisory
Meet national beneficiary experience standards and enhance the underlying service.
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ServiceCustomer ExperienceMystery Shopping & Experience Assessment
Measure the service that customers receive in practice, not the service as designed.
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ServiceDigital TransformationDigital Government Authority (DGA) Compliance Advisory
DGA and Qiyas readiness, established through evidence, ownership and a repeatable measurement cycle.
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ServiceDigital TransformationDigital Maturity & Transformation Strategy
Evidence-based maturity assessment and the transformation strategy derived from it.
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ServiceDigital TransformationEnterprise Architecture
Business, application, data and technology architecture with governance that is sustained over time.
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ServiceDigital TransformationProcess Transformation
Process redesign that eliminates waste first, so that automation encodes the correct way of working.
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ServiceDigital TransformationAutomation & Orchestration
Automation strategy, workflow architecture and orchestration across systems and roles.
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ServiceDigital TransformationDigital Application & Platform Development
Digital products, enterprise platforms and application modernisation, engineered for long-term durability.
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ServiceDigital TransformationSolution Architecture & Systems Integration
X-Shift products, partner platforms and client systems combined into one integrated environment.
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ServiceDigital TransformationData Governance & Management
Governance, ownership and quality management that make enterprise data reliable for decision-making.
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ServiceDigital TransformationDigital Governance & Operating Model
Decision rights, operating model and portfolio governance for the digital organisation.
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ServiceDigital TransformationProgramme Management Office (PMO) & Transformation Management
Programme governance, portfolio control and executive reporting across transformation.
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ServiceInfrastructure & Managed ServicesManaged Infrastructure Services
Day-to-day operation, monitoring and maintenance of the infrastructure on which services operate.
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ServiceInfrastructure & Managed ServicesManaged Applications & Platforms
Ongoing administration, support and tuning of the business platforms on which the organisation depends.
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ServiceInfrastructure & Managed ServicesManaged Customer & Digital Operations
Operating customer-facing and back-office functions as a managed service, rather than as a seat-based staffing arrangement.
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ServiceInfrastructure & Managed ServicesService Desk & Technical Support
A single, measured route for users to report issues and request services.
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ServiceInfrastructure & Managed ServicesCloud & Infrastructure Services
Cloud and infrastructure strategy, architecture, migration, hosting and optimisation.
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ServiceInfrastructure & Managed ServicesCommunications & Connectivity
Voice, data, networks and collaboration designed, delivered and maintained for continuous availability.
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ServiceInfrastructure & Managed ServicesCybersecurity Services
Protective controls, security monitoring and incident response support for your estate.
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ServiceInfrastructure & Managed ServicesBusiness Continuity & Disaster Recovery
Continuity and recovery planning, resilience design and backup arrangements that have been validated through testing.
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ServiceInfrastructure & Managed ServicesMonitoring & Observability
Detection, alerting and operational visibility across infrastructure and applications.
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ServiceInfrastructure & Managed ServicesReporting & Performance Management
Operational key performance indicators (KPIs), service-level agreement (SLA) reporting and performance review on a defined cycle.
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ServiceInfrastructure & Managed ServicesTraining & Enablement
Building the internal capability to operate, administer and obtain value from the platforms in use.
ExploreScoping precedes selection.
Describe the operational problem and X-Shift will identify which of these practices are applicable, and which are not.