Core Services
At Amplify CX, we specialise in transforming customer operations and optimising outsourcing partnerships. Our services are designed to deliver measurable improvements in customer experience, operational efficiency, and commercial outcomes.
Operational Transformation
Creating scalable, customer-centric operations
We partner with organisations to assess, redesign, and enhance their customer operations. From diagnostic reviews and target operating model design to building actionable business cases, we help you create a scalable, customer-centric operation that drives measurable performance.
Operational transformation services we offer
- Operational review
- Operating model design
Outsourcing Excellence
Improving value, operational efficiency, and customer outcomes
We support organisations across the full outsourcing lifecycle, providing expertise at every stage from strategy through to steady state. Our end-to-end approach ensures partnerships deliver value, operational efficiency, and improved customer outcomes.
Outsourcing excellence services we offer
- Outsourcing advisory
- Outsourcing strategy
- Outsourcing procurement
- Outsurcing supplier management
Operational Transformation
Operational Review
We conduct a comprehensive end-to-end review of your customer operations, applying a proven service maturity framework to assess performance, people, and processes. Our top-down and bottom-up approach identifies gaps, inefficiencies, and opportunities for both immediate improvement and long-term transformation.
Activities and focus areas
- Immersion in day-to-day operations
- Assess effectiveness, efficiency, and customer experience
- Stakeholder interviews and focus groups to capture diverse insights
- Knowledge management and content effectiveness review
- Contact observation and CX/EX assessment
- Operational data analysis and contact driver diagnosis
- Service maturity benchmarking and prioritisation of quick-win actions
Operating Model Design
Building on review insights, we design the future-state operating model that will align strategy, structure, and capability. Using an iterative, evidence-based approach, we develop and evaluate multiple design options against agreed criteria to identify the optimal solution for your organisation.
Activities and focus areas
- Design and recommend a optimised future operating model
- Evaluate activities, channels, and resourcing for the best strategic fit
- Develop organisational structure, partner model, and people strategy
- Define key enabling initiatives and technology requirements
- Map customer value streams and align channel strategy
- Conduct options appraisal and produce a high-level business case
Outsourcing Excellence
Outsourcing Advisory
We help organisations make informed decisions about their current outsourcing arrangements or future direction. Whether you need to optimise existing partnerships or evaluate new delivery options, our advisory service provides evidence-based insight and actionable recommendations to guide strategic decision-making.
Activities and focus areas
- Assess outsourcing performance, contracts, and commercial terms
- Evaluate onshore, nearshore, and offshore delivery options
- Analyse performance and cost to support key business decisions
- Identify alternative delivery models and supplier options
- Provide actionable recommendations, inform next steps or deeper strategic development
Outsourcing Strategy
We work with organisations to design, shape, and refine their customer management and experience sourcing strategies. Our structured approach aligns your operational goals, customer expectations, and commercial ambitions to define the most effective sourcing model for your business.
Activities and focus areas
- Assess target activities and functions for potential outsourcing
- Define evaluation criteria and partner selection parameters
- Establish go-to-market approach and sourcing framework
- Identify optimal delivery locations (onshore, nearshore, offshore)
- Recommend enabling technology and integration approach
- Analyse organisational impact and transition considerations for in-house teams
Outsourcing Procurement
We help organisations turn sourcing strategy into reality by planning and managing a fair, transparent, and efficient procurement process. Drawing on deep market insight and experience, we accelerate timelines, enhance decision-making, and ensure the right supplier fit, commercially and culturally.
Activities and focus areas
- Define business and functional requirements
- Accelerate preparation of RFIs, RFPs, and supporting documentation
- Provide independent market insight and supplier intelligence
- Advise on assessment criteria to ensure fairness and transparency
- Facilitate evaluation and selection processes
- Support contract negotiation to secure best value and long-term success
Outsourcing Supplier Management
Effective supplier management is critical to sustaining value and performance throughout the outsourcing lifecycle. Whether you’re new to outsourcing or seeking to stabilise existing relationships, we provide practical guidance, governance support, and hands-on performance management to strengthen partnerships and resolve challenges constructively.
Activities and focus areas
- Monitor supplier performance against agreed KPIs and SLAs
- Review - refine governance structures & communication frameworks
- Assess contracts, identify opportunities for realignment
- Recommend and drive continuous improvement initiatives
- Provide direct supplier management support on behalf of the client