Work, Work, Work
We work with a range of clients from
early stage start-ups to global behemoths.
We help you fall in love with the problem, we build the right solution and guide a sustainable pathway to move forward.
Examples of our Work
Operationalising Service for Speed + Efficiency.
This Global beauty brand had bold ambitions - but their customer service model didn't have the capabilities to deliver.
Contact volumes were rising. The tech wasn’t helping.
And the team needed support to manage and deliver service.
We worked with them over 2 years to implement a scalable
self-service strategy that was convenient for customers and supported their service delivery through hands-on management and customer service resource.
Less friction. More flow. And a self-service strategy that actually works. Built for pace. Delivered with precision.
Luxury, Redefined Through Conversation
When your customers expect world-class experiences, your service can't just be functional - it must feel like the brand.
This heritage fashion house had no clarity on why customers were getting in touch, inconsistent policies across channels, and an outsourced model that lacked finesse.
We worked with them over 5 years to design and deliver a new standard in CX.
AI-Supported Repairs
for Real-World Living
For this multinational landlord, repair requests were the biggest source of tenant frustration — and internal complexity.
We redesigned the experience around how people actually behave using AI to dramatically enhance the customers experience through diagnosing multi-media images to diagnose the problem.
We coupled the power of generative AI with workflow automation to speed up the packaging and process of the information needed to book and attend the repair with the right tools.
What started as a complex challenge became an elegant solution: fewer delays, better context, and a system that works for everyone.
Tech that stays in the background — and lets service shine.
Simple for tenants. Scalable for the business.
Scattered Tickets to Scalable, Strategic CX
This fast-growing SaaS business had no formal support function, slow response times, and no insight into what users were struggling with.
We formalised a user support strategy, with contextual treatment plans by user group. From there we set up an interim team, and lead to stabilise support and fit it into the business.
We built a self-service-first knowledge model with Tier1 and 2 Agents to support. We set up reporting and feedback loops for product teams to help them prioritise the evolution of the offer.
After 2 years, we managed the transition to an internal team.
With clear expectations for users and repeatable processes for the business, satisfaction improved and wait times were cut from days to minutes.
Customer Support became a scalable system
that worked for everyone.
Cutting Customer Contact by Fixing the Cause
This national retailer was overwhelmed with customer contact - but the real issue wasn’t service quality. It was why customers needed help in the first place.
We ran a diagnostic to classify every inbound contact by driver - from system failures to unmet expectations plus a scoring system by cost and frustration.
We split the opportunities into opportunties
We then worked with the client on a plan to prioritise important and cost to fix.
✅ Reclassified contact by root cause and customer effort
✅ Identified 7 failure points behind 20% of total volume
✅ Led a business-wide taskforce to implement low-code fixes
✅ Created a repeatable model to track, fix, and prevent failure demand
Customer Support became a scalable system
that worked for everyone.
Frequently Asked Questions
We've outlined the most common questions we get asked about Neos Studio.
Or feel free to reach out at studio@neoswave.works
What kind of content can Neos Studio create?
Neos Studio produces audio narratives, video explainers, visual playbooks and interactive avatars - built from a combination of your data and feedback and our knowledge and conversations about your Organisation. Whether it’s a weekly performance update or a deep-dive into complaints, we tailor it to your goals.
Can you help us act on the insights you produce?
Yes! We offer follow-up support including workshops, action toolkits and facilitated topic exploration sessions.
These help your teams reflect on what they’ve heard and translate insight into tangible next steps.
How do we get started - and what do we need to provide?
Onboarding is in 3 steps.
1/ Tell us your goals, budget and preferences.
2/ Choose a plan and what information you want to connect (like survey data, reports or transcripts).
3/ We'll set up a studio platform based on your requirements to curate knowledge, manage production, provide editorial and distribute the outputs.
Is the content secure and compliant with GDPR?
All stored data in hosted in secure UK/EU cloud environments with strict controls in place.
We have protocols to strip out identifiable data and all output is GDPR-compliant.
How is this different from sending reports or dashboards?
Dashboards get skimmed. Reports gather dust. Studio content is built to resonate - through storytelling, repetition and accessibility. It makes complex insight easy to absorb, share and act on.
Why use audio — does it really make a difference?
Yes - there’s strong science behind it. Audio is processed more emotionally and immersively than text. It taps into the “cocktail party effect” - our brain’s ability to focus on relevant voices.
Thismakes key messages more memorable and engaging. It’s perfect for busy teams who need to absorb insight on the move.
What makes Neos Studio different from AI content tools?
Unlike generic AI tools or internal comms teams, we blend independent customer conversations, expert frameworks, and editorial storytelling into one system.
Our unique edge:
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Access to real conversations from our own contact centre
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+5,000 curated CX frameworks and case studies
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AI trained on what matters - not just what’s available
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Expert human editorial, not just auto-generated scripts
It’s more than content - it’s a clarity engine for teams.