01
CX Strategy & Advisory
Connect customer needs with business priorities. Establish a practical direction for more consistent experiences.
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Advisory with Wafa Hasnaoui
Service Design & Process Improvement
Which everyday processes make service harder than it needs to be?
Service design and process improvement examine how everyday operations shape the customer experience. The focus is practical: clearer handoffs, more consistent communication and realistic changes your team can evaluate.
Free discovery. Advisory scope and fees agreed before paid work begins.
Now: clarify handoffs
Next: test improvements
Later: review & refine
Who it is for
A focused engagement
for your priorities.
Operations and service teams managing repeated requests, inconsistent responses or complex internal handoffs.
Challenges addressed
- 01Customers repeat information at different stages.
- 02Internal responsibilities are unclear.
- 03Service processes create avoidable delays or confusion.
Engagement scope
What the work includes.
The proposal confirms the selected activities, evidence access, deliverables and responsibilities. These are potential inclusions, not a fixed package.
- Review of a selected service process and its customer touchpoints.
- Working sessions to identify handoff and communication gaps.
- Proposed process changes, responsibilities and a scoped test plan.
Step by step
A transparent methodology.
- 01
Observe
Document the selected service and how it currently operates.
- 02
Connect
Link customer interactions with the people and processes behind them.
- 03
Refine
Explore feasible improvements and agree which changes to test.
- 04
Support
Prepare implementation guidance and review early learning if included in scope.
Concrete deliverables
Clarity you can carry forward.
- Current-state service process outline
- Handoff and responsibility map
- Proposed service workflow
- Improvement test and implementation checklist
Realistic outcomes
Clearer operational responsibilities and testable process improvements. Implementation requires team participation; faster service or cost savings are not guaranteed.
Engagements are tailored to your business and the evidence available.
Discovery is free. Subsequent work is paid and scoped through a proposal. Implementation support, connected systems and additional research are included only if explicitly agreed. No results or timelines are guaranteed.
Useful answers
Questions about
this engagement.
Your next step
Let’s explore the right
starting point.
Request a discovery consultation through the existing enquiry form. Meeting details are arranged after your enquiry.
Wafa Hasnaoui
Customer Experience Advisor · ClickAD
Ottawa-based. Canada is the primary advisory market.
Based in Ottawa, Canada is the primary advisory market. Remote collaboration can be discussed. UAE, Qatar, Oman, Saudi Arabia and Kuwait are secondary areas for future collaboration, not claims of existing clients or offices.
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