CX & Service Transformation
Pragmatic CX strategy. Real-world results.
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While Ritmo360 is best known for leadership and team coaching, our roots run deep in Customer Service.
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Led by Russell Taylor, former Customer Service Director at T-Mobile and expert Independent advisor to Bain & Company, our CX work focuses on practical, human, and operational levers that drive customer outcomes and commercial impact.
We've helped organisations reset their entire service model, from contact centre operations to digital journeys, and everything in between. Whether you're designing a new operating model, reshaping the end-to-end experience, or tackling friction points that erode trust and loyalty, we bring lived, scalable experience.
What We Do
CX Operating Model Redesign
Reshape service structures for speed, efficiency, and customer impact.
Contact Centre Strategy & Performance
From multi-site frontline operations to digital self-service, we improve effectiveness, reduce cost-to-serve, and enhance NPS.
Leadership Alignment for CX Success
Align your senior team around customer promises, performance goals, and operational clarity.
Service Strategy, Outsourcing & Shared Services
Design, build, and optimise outsourced operations and shared service centres from the ground up. From strategy to partner selection, site design to operational readiness, we deliver end-to-end solutions that scale.
Customer Journey Transformation
Map and optimise customer experiences across channels, touchpoints, and transitions.
Digital and Self-Service Enablement
Build intelligent automation and seamless self-service journeys without losing the human touch.
Our CX Advantage
25+ years leading and transforming service functions across sectors.
£12bn+ operations leadership and large-scale outsourcing experience.
Proven results in NPS lift, cost reduction, and culture change.
Expert in both strategy and hands-on delivery. Trusted by execs when service matters most.
Deep operational leadership experience, having led 10,000+ frontline staff.
Trusted by Bain, Telstra, and global brands across sectors.
Equally fluent in strategic design and day-to-day delivery.
No fluff. No generic framework. Just results that work in the real world.
Client Examples
Bain & Company
Independent Advisor (12+ years)
Subject matter expert in customer strategy operations.
Telstra
CX leadership partner for strategic redesign in Australia and Asia, 10,000 seats, multiple sites, outsourced and in-house, created new service model design and built next generation 'future of service' 2,000 seat centre.
T- Mobile UK
Former ExCo member, Customer Service Director, leading 4,500 FTE across contact centres and offshore partners.
Newell Brands
Bupa, Bose & Verisure
Service model transformation, team capability uplift, and journey redesign.
