Your contact centre is costing more than it should. We can fix that.
NextGenCX works with contact centre leaders across the UK to cut avoidable costs, reduce failure demand and build customer experiences that actually work practically, not theoretically
Proven results - Haringey Council
£200K
Annual operational savings
50%
Fewer council tax enquiries
27%
Reduction in email contact
10%
Increase in service levels
We don't just write reports.
We fix things.
Most contact centres already know something is wrong, contact volumes are too high, customers keep calling back, and the team is under constant pressure. What's harder to see is exactly where the problems are and what to do first. That's where we come in. We work directly alongside your team, identify the root causes, and build a clear, prioritised plan to put things right.
Our approach is collaborative, friendly and grounded in operational reality. We believe the best customer experiences start with empowered people, efficient processes and technology that supports clear and confident service.
How We Help
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CX Audit
This service delivers a structured audit of cloud-based contact centres (CCaaS), assessing customer experience, performance, operations, and supporting technology.
It identifies risks, gaps, and improvement opportunities through evidence-based analysis and stakeholder engagement.
This produces clear, prioritised recommendations that support service improvement, and preparation for future CX or contact centre change.
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Customer Journey Mapping
Visualise your customer journey end to end, by mapping out your current experience across online and offline touchpoints.
Only once you are clear on your current customer journey can you begin to identify the pain points that are likely to be driving failure demand.
From a prioritised list of pain points we can create a roadmap to improve your customer experience.
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CX Strategy & Implementation
Our CX Strategy service provides a comprehensive, roadmap that aligns your operational goals and the evolving customer expectations.
We bridge the gap between high-level objectives and technical execution, defining a cohesive omni-channel vision that integrates people, processes, and technology.
The result is a future-proof CX strategy that ensures that service delivery is both optimised and customer centric.
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AI Readiness Audit
Before deploying AI or automation, our AI Readiness Audit assesses your contact centre’s data integrity, process maturity, and compliance frameworks.
We identify high-impact use cases and provide an implementation roadmap.
This audit ensures your organisation is prepared for AI from a security and governance perspective, preventing costly implementation errors and ensuring that automation enhances, rather than complicates, the customer experience.
Why Contact Centres Choose Us
• We've worked with contact centres, for over 15 years
• You deal with the same people from start to finish, no handoffs to junior staff
• Every recommendation comes with evidence, not opinion
• We work at your pace and integrate into your team without disruption
• We're Cyber Essentials certified and FSB members
Delivering Measurable CX Improvements
“Our focus is simple: helping organisations transform customer experience by improving the performance of their contact centres”
Haringey Council
Service: CX Consultancy
Return On Investment:
Operational savings of £200,000 per year
27% reduction in email contact
10% increase in service level
50% reduction in council tax enquiries
Not sure where your biggest problems are? That's exactly when to call us.
Book a free 30-minute discovery call and we'll have a straight conversation about your contact centre no sales pitch, no obligation.
If we can help, we'll tell you how. If we can't, we'll tell you that too.
Client Testimonials
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“My experience of working with NextGenCX has been brilliant. Superbly professional, really focussed on the vision and understood our problems. It’s like we’re all one team. I would recommend any organisation to work with NextGenCX to fix their contact centre voice messaging.”
Senior Project Manager, Haringey Council
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“NextGenCX has become much more than a supplier, they’re a trusted partner in how we think about customer experience. Steve combines solid telephony expertise with a genuine understanding of local authority pressures. He’s grounded, honest, and focused on practical outcomes for residents and our teams.”
James Marshall, Southampton City Council
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"I’ve got nothing but good things to say about you guys. From our perspective, if you get an opportunity to work with you guys I’d definitely say to have a look at it and get you along and see what benefits you can bring to any organisation."
Paul Flanagan, The Guinness Partnership Housing Association
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"The Customer Journey Mapping Workshop was really insightful and way more fun than I thought it would be. Now we have a clear view of the customer journey.
Contact Centre Manager, Finance Industry
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"Steve and the team are always available at the end of the phone if we need to speak and make changes, and critically changes are turned around really quickly for us. Overall we’re very happy with the service we receive."
Head of Customer Service, Wandle Housing Association
