Publications & Blog

Why organisational structures determine whether complaint management makes a difference Customer complaints are among the clearest signals a company can receive from its customers. They arise when customer expectations and experiences diverge, when processes create friction, when products behave differently than expected, or when internal decisions have negative consequences for customers that have long remained […]

Five providers, five perspectives and one central question: What will a BPO provider need to deliver in the future? Customer service is changing. Artificial intelligence is taking over tasks that, just a few years ago, could only be handled by people. Automation is transforming processes, new technologies are enabling different forms of customer communication, and […]

Companies today know more about their customers than ever before. Customer journeys reveal pain points. Feedback systems continuously provide insights. NPS, CRM data and service analytics show where expectations are not being met. And yet, some known customer problems remain unresolved for years. Why? That is exactly what Matias Musmacher and Holger Heinze from O’Donovan […]

Some career moves don’t mark the beginning of something new. They make visible what has already been developing over many years. That is exactly the case with Daniel Kessler: Daniel is becoming a Partner at O’Donovan Consulting AG and will also become a shareholder in the company. For us, this step is about much more […]

Some topics need a little distance from the daily routine before you can really give them the attention they deserve. That’s why, once again this year, it was time for us to swap our desks for the Black Forest. 🌲 For the third time, our O’Donovan Consulting team offsite took us to the Black Forest. […]