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Service Strategy

Ensure high-quality interactions between customers and your organization

It’s complex to orchestrate a great experience across every interaction a person may have with your organization – but with a service strategy, it can be done! Together, we’ll shine a light on the experience that people have on your website, over the phone, in email, and in person. Then, we’ll craft a service strategy that ensures those interactions are connected and consistent.

Akendi service experience strategy

experiences planned

  • What experience does a person need to have with us?
  • Where does the experience affect the perception of our brand, products, and services?
  • how do we ensure we are providing a consistent, high-value service experience?

How we do it Timing: 3 - 5 weeks

  • Through interviews and workshops, we’ll collaborate with your key stakeholders to capture strategic objectives, vision, and mission for the service experience you want to achieve.
  • We’ll audit all customer and service experience points to assess current perceptions and problem areas – and may also conduct a competitive audit of the same.
  • The service strategy that we develop will align the brand and organizational goals to a connected, consistent service experience for your customers.
Akendi Service Experience Strategy Akendi Service Experience Strategy Akendi Service Experience Strategy

What you get

You’ll benefit from our deep experience in service strategy. We will hit the ground running with proven processes and tools. You’ll get:

  • A guide that captures the service strategy, vision, mission, and objectives. This serves as a reference document for all stakeholders to leverage across the organization.
  • Clarity on what the service experience is, and what it must be to achieve the vision and the goals.
  • A common language and way of thinking that puts the customer at the centre of all your service interactions.
  • The information your organization needs to improve overall quality and consistency of service delivery.

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Explore other experience strategies

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Clients we've helped with experience strategy

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Clients we've helped with Experience Strategy





Finance & Insurance



Global Analytics


Government & Public Service

NR Can

Treasury Board of Canada

York Region






Our approach
Our Experience Thinking™ process underpins every project we undertake. It recognizes users and stakeholders as critical contributors to the design cycle. The result is powerful insights and intuitive design solutions that meet real users' and customers' needs.
Learn more about our process

How can we help you?

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About Akendi

Akendi is a human experience design firm, leveraging equal parts experience research and creative design excellence. We provide strategic insights and analysis about customer and user behaviour and combine this knowledge with inspired design. The results enable organizations to improve effectiveness, engage users and provide remarkable customer experiences to their audiences.