Co-designing a transformative Customer Service Strategy for Gilgandra Shire Council​ - A clear strategy backed by the community and ready for action​​

Bolton Clarke want to develop a more detailed view of the onboarding experience from both the customer and business perspective.

LLS partnered with The Strategy Group (TSG) on this pivotal project aiming to uncover actionable lessons and recommendations for the future of LLS drought services.​

The Strategy Group was brought onboard to facilitate the cross-departmental team to uncover insights into the attitudes and behaviour of farmers.

The Strategy Group partnered with Sutherland Shire Council to support the organisation in its transformational journey to put the customer at the heart of the organisation.

The Strategy Group partnered with Bolton Clarke to design and deliver the first stage of their AI journey.

The Strategy Group engaged with CSE to co-design and develop a strategy that provided clear guidance, tools and frameworks.

The Strategy Group were engaged to develop and facilitate a program that would encourage collaborative discussions around leadership and corporate strategy.

LLS engaged The Strategy Group to conduct a comprehensive environmental scan of existing programs to establish a foundation for the GNP’s successful implementation.​

The Strategy Group partnered with GAWB to design and deliver an evidence-based management strategy through the following steps.

A comprehensive strategy and roadmap to guide the Town of Port Hedland in their customer experience uplift in partnership with The Strategy Group.

The Strategy Group partnered with John Holland to validate the strategy through “Outside-In” client research.

The Strategy Group helped this ASX-listed construction company's Living Safely project team redefine employee safety.​

Local Land Services (LLS) sought to explore how Generative AI (GenAI) could enhance their monthly reporting process to the CEO on drought management activities.

The Strategy Group was engaged to design an employee onboarding journey map to create alignment across disconnected and fragmented teams.

John Holland partnered with The Strategy Group to transform their approach and building a CX excellence practice.

A Design Thinking project was conducted for Telstra by The Strategy Group to identify and solve communication and information problems in the integrated care setting at Calvary Health Care.

The Strategy Group leveraged a customer journey map and numerous key customer insights to uncover growth opportunities for Axicom.​

Wyndham City Council has taken a proactive stance in AI, partnering with The Strategy Group to help build awareness of AI, develop a comprehensive AI policy, and create a risk assessment framework to guide responsible AI adoption.​

The Strategy Group partnered with the NSW Government to analyse the barriers to increased business planning and risk management of farm businesses.

The Thriving Families NSW project aimed to deliver a uniquely person-centred, wraparound service for rapid deployment to support vulnerable young families to thrive, delivering measurable positive outcomes for parents and child.

Over the course of a semester, a group of students from UTS worked with The Strategy Group to develop solutions for current business challenges, applying design thinking and innovation methodologies to create practical, forward-thinking recommendations.

The Strategy Group worked with Rail Projects Victoria (RPV) to deliver a series of comprehensive Innovation and Design Thinking training sessions to upskill their graduates with capabilities and skillsets that can be applied in their current roles and in their future careers.

The Strategy Group and Adobe joined forces to undertake a transformational program of work that started with reshaping Adobe’s customer strategy from the lens of the customer.

Creating an innovative community engagement approach to build an in-depth understanding of the community concerns and develop practical solutions adapted to their needs.

The Strategy Group worked alongside Perpetual’s business teams to complete a Design Thinking project followed by a Lean Startup project focused on uncovering new revenue generating opportunities and customer-centric value propositions.

The Strategy Group met with Scentre Group’s Innovation Manager, to propose a radically different approach to developing internal ideas – running them like start-ups with seriously limited time, budget and resources.

The Strategy Group designed a tailored program to assist TOGA in innovating solutions to real challenges facing the TOGA business to achieve commercial outcomes.

As part of the Young Leaders program, Westpac wanted to support high-performers to build their innovation skills in customer-centricity, creativity and design methods in order to prepare them to become innovation leaders into the future.

The Strategy Group worked with Rail Projects Victoria (RPV) to deliver a series of comprehensive Innovation and Strategy training sessions to up-skill their senior leaders with capabilities and skillsets that can be applied in their roles.

Harris Farm Markets partnered with The Strategy Group to design unique and exceptional in-store experiences to keep customers coming back in order to give Harris Farm Markets a competitive edge.

The Strategy Group partnered with Dalrymple Bay Coal Terminal to develop an Innovation Framework.

The Strategy Group was engaged again by NSW Health Infrastructure to develop the end-to-end idea to execution Innovation Framework and accompanied recommendations for implementation.

The Strategy Group was engaged by NSW Health Infrastructure to conduct an innovation benchmark assessment in order to understand the current state of innovation across the organisation.

The NSW Treasury and the Innovation and Productivity Council (IPC) commissioned The Strategy Group to undertake a research project to engage with small to medium enterprises (SMEs) to identify barriers and opportunities for collaboration with universities and the broader innovation ecosystem.

The Strategy Group held a consultation engagement with key stakeholders from the University-SME Collaborations project to reveal insights that supports productivity driven innovation for economic growth, productivity and new job creation.

The Strategy Group provided assistance in identifying and evaluating potential start-ups to partner with, conducting adequate screening and vetting to make recommendations to Bolton Clarke.

The Strategy Group used an insight-led approach to understand key stakeholder/customer needs and co-design a relevant Innovation Hub Frame work, together with a governance model and implementation roadmap.

The Strategy Group was brought onboard to facilitate the cross-departmental team to uncover insights into the attitudes and behaviour of farmers, through a stakeholder focused, iterative, problem discovery and solution design approach.

The Strategy Group helped the Living Safely project team of this ASX-listed construction company to redefine employee safety.

The Strategy Group facilitated a design-led process, design thinking, customer experience – through three phases in partnership with Their Futures Matter, a NSW Government reform unit.

The Strategy Group was brought in to develop a comprehensive Innovation Strategy and Roadmap.

The company wanted teams to have a shared view on a creative innovation process, at the same time upskill them in Creative Problem Solving and Lean Experimentation.

The Campus of the Future Challenge was a one day event that brought together a diverse spectrum of undergraduates, Griffith executives, teachers and industry representatives to generate innovative ideas that help make physical campuses relevant in the digital age.

The Strategy Group partnered with the client to help them uncover new market opportunities for growth within the Australian market using a Human-centred design approach.

The JV partners engaged The Strategy Group to strategise on what needs to change in their tender process to maximise their chances of success with new Eastern Tunnelling Package (ETP) tender.

The challenge was to design and operationalise an innovation Hub Framework for Bolton Clarke that supports their vision of “helping our clients lead a life of fulfilment” through technology.

​The SUT partnered with The Strategy Group to create growth opportunities and facilitate an offsite Strategy Refresh session.

The Strategy Group worked with Rail Projects Victoria (RPV) to deliver a series of comprehensive innovation and Design Thinking training sessions to upskill their graduates.

The Strategy Group undertook a customer-driven approach to understand what features Bolton Clarke’s residents would utilise in a potential app.

The Advancement Team at UTS engaged The Strategy Group to assist with the design of an ambitious CX Strategy.

ANZ partnered with The Strategy Group to research, develop and implement an engaging and interactive thought-leadership.

Dantia, the Lake Macquarie Economic Development Company, engaged The Strategy Group to conduct a current state assessment of the Lake Macquarie region’s innovation ecosystem in order to inform a strategy for growth. ​

Wyndham City Council engaged The Strategy Group to refresh its Customer Experience Strategy and develop an actionable CX roadmap that will enable them to deliver an excellent customer experience across channels.

As Zurich Australia sought to drive innovation and maintain its competitive edge in the rapidly evolving insurance landscape, the organisation strategically partnered with The Strategy Group to launch its Hack Week with a transformative design thinking workshop.​

To address certain challenges, LLS partnered with The Strategy Group on a project to develop the new 2024-28 Regional Strategic Pest Animal Management Plans (RSPAMPs).

WSU engaged The Strategy Group to lead an interactive session tailored to their AI goals.​

The Strategy Group undertook a customer-driven approach to understand what features Bolton Clarke’s residents would utilise in a potential app, through prototyping and testing, in order to increase the certainty of a successful rollout.

The aim of the project was to understand the needs, motivations, drivers and barriers of neuro vascular interventionalists to inform Stryker of the end-to-end specialist journey, and to identify strategic opportunities that Stryker could address at a regional level.​

The Strategy Group tailored the TSG EVP Framework©️ to the specific needs of the current and prospective Knox City Council workforce through leveraging qualitative research and existing quantitative data. ​

Blacktown Council engaged The Strategy Group to identify its unique Employee Value Proposition (EVP) and develop an actionable EVP framework to recognise key needs and ultimately optimise employee satisfaction and retention.

The Strategy Group was engaged to craft a distinct Employee Value Proposition (EVP) tailored to attract and retain workforce that is not only diverse and ambitious but also deeply rooted in community values.​

Partnering with The Strategy Group, AGSM designed a hands-on, interactive session blending AI insights with human-centred design (HCD) to drive strategic understanding.​

The Strategy Group was engaged to explore and validate new opportunities that would generate profitable growth for Food Corp and reduce its existing business risk.

The Strategy Group partnered with Indara to deploy quarterly quarterly CSAT surveys to Indara’s customers and vendors.

The Strategy Group partnered with Indara to enhance client engagement and satisfaction by facilitating structured strategic-level discussions that will help drive improved outcomes and stronger relationships with Indara’s key clients.​

As part of BMD’s Future Leaders Program, Fortitude, The Strategy Group was engaged to facilitate the culminating module that focused on empowering its leaders.

Following the successful launch of the CX strategy designed by The Strategy Group, Wyndham City Council re-engaged The Strategy Group to develop its customer charter.

Coal Miners Insurance (CMI), the insurance arm of Coal Services, recognised the need to improve both operational efficiency and customer experience (CX) in a rapidly evolving market.

TAHE NSW aimed to explore how Artificial Intelligence (AI) could enhance internal processes, address organisational challenges, and enable data-driven decision-making.

The Strategy Group was engaged to craft an Employee Value Proposition (EVP) that illustrates the best Penrith City Council has to offer to its current and potential employees.

The Town of Port Hedland engaged The Strategy Group to assess the challenges, develop a revised call matrix, and explore automation and technology-driven solutions to improve efficiency and service quality.

Allianz Commercial engaged The Strategy Group to develop two journey maps to visualise the end-to-end experience across the lifecycle of two key products.

The Strategy Group partnered with the Department of Education and Youth Justice NSW to identify and develop opportunities to support young people in custody during school holidays. ​

Tokio Marine recognised the need to enhance customer-centricity to thrive in a rapidly changing world. The company sought to shift its mindset from an inside-out to an outside-in approach, ensuring every decision delivers clear customer value.​

The Strategy Group facilitated a full-day Design Thinking training workshop to up-skill the Customer Experience and People & Culture teams at Camden Council on design thinking methodologies, tools and frameworks. ​​

Shirohato, a leading Japanese manufacturer of face mask products, wanted to expand into Western markets and kickstart a global growth journey. In order to do so, Shirohato recognised that they needed to devise a customer strategy that was relevant to Western markets.

The Strategy Group partnered with Stryker to help them uncover new market opportunities for growth within the Australian market using a Human-centred design approach.

The Strategy Group worked with the Allianz strategy team to redesign the onboarding experience to significantly improve employee satisfaction and retention.

Delivering innovation and AI education for future leaders. UTS engaged The Strategy Group and InsightWise to lead this initiative through an interactive learning experience.

The Strategy Group partnered with Sutherland Shire Council to support the organisation in its transformational journey to put the customer at the heart of the organisation.

The LLS Natural Capital team had sought an experienced service design consultancy to support them in co-designing and building an on-farm natural capital profiling service. The resulting service was intended to benefit target farmers and land managers, providing an end-to-end service experience delivered by on-ground staff.

Three Joint Venture partners engaged The Strategy Group to strategise on what needs to change in their tender process to maximise their chances of success with new Eastern Tunnelling Package (ETP) tender, adopting a more “client- & user-centric” approach.

With the Strategy Group, Bolton Clarke can meet its vision to shape the future with its customers at the heart of the organisation and foster trust, loyalty and advocacy.