Skip to content
DEEN Results check

DStratiCX Solution Brief – Organisational Development & Leadership Coaching (EN)

Solution Brief EN By 2 pages

This solution brief shows on two pages what organisational development and leadership coaching bring to customer service & CX: when the picture is clear, how roles and leadership routines take hold and what holds after 100 days. With a worked example on the cost of attrition, evidence from 18 years of leading change myself and the way to a free Results Check.

At a glance

– Growth, a sourcing switch, AI or a merger rarely fail on strategy. They fizzle out in daily work, where roles are fuzzy and team leads are left to cope on their own.
– Four typical situations: growth and scaling, upheaval and change, new leaders promoted from within, and teams whose performance swings.
– Five formats: organisation check, leadership workshops, 1:1 coaching and sparring, training for team leads and change support. Which one fits is settled after the Results Check.
– Attrition is where it hurts: with 100 service FTE and 30% attrition, replacing leavers costs €600,000 a year. Five fewer leavers save €100,000.
– Backed by change Matthias Werlich led first-hand – for example, employee satisfaction up 27% in 18 months at TELUS International.
– From day 30, every measure has a KPI. By day 100, satisfaction, quality and attrition become measurable – and the playbooks and toolbox stay with you.

More on this topic

Understand first · The big picture

Neurodivergence as a Leadership Strength: How Thinking Differently Becomes a Success Factor

Apply it yourself · Tools for everyday work

Toolkit for the Performance Playbook Neurodivergence as a Leadership Strength – Playbook Performance Playbook for Leaders

Implement with us · Our offer for it

Organisational Development & Coaching Interim Management Operational Excellence When performance is left to chance – Whitepaper Operational Excellence Interim Management

You are here.

Loading document …

Four situations, five formats

It usually starts the same way: the strategy is sound, but it never quite lands in day-to-day work. The solution brief breaks this down into four situations.

When you grow and scale – new teams, sites or markets – the work is on roles, layers and interfaces so that quality keeps pace. In times of upheaval, whether a merger, a sourcing switch, a founder handover or an AI roll-out, change becomes plannable and resistance gets worked through. Team leads promoted from within go from best colleague to effective manager. And where strong teams sit next to weak ones, a shared leadership standard replaces good and bad days.

The formats: organisation check, leadership workshops, 1:1 coaching and sparring, training for team leads and change support. Throughout, the work stays close to daily business and uses tools from the playbook.

Proof from the front line

Written for anyone running customer service, CX or business development who is facing a change – or already in the middle of one. The cases come from changes Matthias Werlich led himself: at Transcom in Halle, growth from 220 to 450 people with people KPIs up 4 to 9%. At IDnow, a rebuilt in-house and outsourced network across 6 countries, including the first offshore site. And as interim CEO in SaaS, the move from owner-run local business to international group.

Getting started takes three steps: a free 30-minute Results Check, a format agreed in writing with goals and KPIs, and a start usually within a few weeks. For the format comparison and the full 100-day roadmap, read the whitepaper “Organisational Development & Coaching”.
Book your results check

Free download

DStratiCX Solution Brief – Organisational Development & Leadership Coaching (EN)

Tell us who you are and your download starts straight away.

We store your details to send you the publication and, where it makes sense, to follow up on the topic. A cookie lets you download more publications for the next 90 days without filling in the form again; those downloads are added to your request. See our privacy policy.