Giving a global Customer Service transformation a clear path forward

The challenge

Dolby was progressing a complex Customer Service transformation involving operational, technical and regional stakeholders. The team needed a structured view of its current maturity, the capability gaps that could slow progress and a practical way to prioritise engagement and delivery activity.

What LUKiN did

• Assessed the current maturity of the Customer Service transformation
• Identified capability gaps and separated immediate needs from longer-term development
• Mapped, prioritised and planned engagement with key stakeholders
• Introduced practical frameworks and processes to keep the team focused on the transformation objectives
• Established clearer discovery, prioritisation and decision-tracking routines
• Converted the evidence into actionable recommendations for leadership

The result

Dolby gained an objective view of the transformation's current state, a clearer understanding of the capabilities that needed attention and practical recommendations for the near and longer term. The work brought more structure, clarity and momentum to the programme. No quantified operational outcome is claimed because the published evidence covers the assessment and mobilisation phase.

The client identity and account of the work are supported by both an attributed testimonial from Luis Gutierrez, Senior Operations Manager at Dolby and LUKiN's engagement record. No performance metric has been inferred.