Adaptivity Consulting helps your organisation to optimise your customers' service journeys and deliver consistently great experiences. In an increasingly digital and competitive world, the imperative to adapt your people and processes to a rapidly changing world has never been greater. Leveraging data analytics, it's possible to understand each step in the customer's journey and design highly personalised and adaptive journeys. With over 17 years of experience in customer service design and data analytics, Malcolm established Adaptivity Consulting to bring together customer journey design and data analytics with a pragmatic approach, to ensure our clients have an effective and flexible approach bringing short term results aligned to a longer term strategic goals for customer service.