Ember Opens New Office in Toronto

Filed under - Contact Centre News,

Fast-growing UK-based customer engagement consultancy Ember Group has opened its first overseas office, in the heart of Toronto’s financial district.

The office will be home to a small team of consultants and analysts working with North American clients, including a major global financial services organisation for whom Ember has already delivered a series of consultancy projects.

The projects that Ember have helped to deliver include creating a review of the customer engagement operating model and, more recently, “voice of the customer” analytics initiatives.

Services Across the Customer Experience

The team will offer a range of Ember’s core services focused on enhancing the customer experience.

These include insight and analytics, digital customer engagement strategy and optimising customer journeys and processes – plus wider services available through the Ember Group, such as learning and development solutions and search and recruitment.

Michael Anderson, respected industry figure and a senior Consulting Director for Ember in the UK, has been appointed as VP Canada and will be based in Toronto.

Michael Anderson

Michael Anderson

Explaining how Ember’s experience working in Canada led to the decision to open the office, Michael says: “While supporting our major client here, it became apparent that there was a broad interest in digital transformation and customer engagement amongst Canadian companies and in the public sector.”

“In particular, our ability to provide strategic guidance based on hard data from analytics captured a lot of interest. We’re looking forward to turning that interest into results.”

Seeking to Build a Local Team and Local Partners

Several members of Ember’s UK team are currently working on projects in Canada, but Michael has also made his first local appointment and is seeking to build a strong team in Toronto.

Michael says: “Of course, we will be able to augment our local skills and capacity with the wider Ember group, but it’s important that we have people with a real insight into Canadian working culture and practice who can be long-term advisors to our clients.”

Ember will also seek to partner with technology businesses that offer products related to customer experience but don’t have their own professional services capability.

“As a company, we’re proudly technology-agnostic, because that enables us to offer the best service to our clients,” Michael says.

“However, we have a long track record of working with tech vendors to help their clients maximise ROI on solutions and build internal capability.”

Opportunities to Meet Ember

David Leedham

David Leedham

Ember Group chief executive David Leedham is excited at the opportunities for expansion, saying: “We’ve explored the Canadian market and our research indicates there is an unmet demand for the services we can provide – particularly around insight and analytics.”

“We’re delighted to be able to put those opportunities in the hands of someone as experienced as Michael, who has already built strong relationships with key individuals in Canada and has the global outlook and agile approach to become a trusted advisor to North American clients.”

Over the coming months, as well as meeting prospective clients, partners and stakeholders – predominantly in the eastern region of Canada and the northeast of the US – Michael will also be attending industry events.

He will be at the CX Week Canada, in Toronto on the 12–14th September, and is speaking at an invitation-only event in Austin, Texas, later in the month.

This news story has been re-published by kind permission of Ember Group – View the original post

To find out more about Ember Group, visit their website.

Published On: 21st Aug 2018
Read more about - Contact Centre News,

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