CX Consulting.
Hands-on.
Whoever consults should be able to do it themselves. We run 25+ live CX engagements and advise from that experience — pragmatic, KPI-oriented, with concrete implementation recommendations. And on request, implemented by us directly.
Pragmatic implementation with immediate impact — including in AI. ja-dialog knows the levers and where to pull them.
Six areas
where we bring substance.
We only advise where we ourselves are in operations practice. That makes the recommendations actionable — and makes clear what doesn't belong in our repertoire.
Operations audit
Current-state analysis of your service setup: volume, quality, cost, channels, locations. With clear pain points and lever assessment.
AI & automation roadmap
Use-case assessment, pilot setup, scaling — with realistic expectations from our own AI practice at the Prishtina hub.
Multi-shore strategy
Onshore, nearshore, offshore — which mix fits your service model? We know the trade-offs from running our own operations across four locations.
Process & quality optimization
Lean methods, KPI steering, coaching programs — the levers we pull every day in our own operations.
Make-or-buy
Run in-house or outsource? Honest assessment — even when the answer goes against us. With pro-con matrix and TCO model.
Service transformation
When the service model is out of joint: new channels, new markets, new tools. We rebuild the bigger picture with you.
Four steps,
clearly delineated.
Consulting without endless loops. Each step has a clear output, a clear duration and a clear handover point.
Analyze
Audit of the current state along your service operations. Output: concrete pain point map with prioritization. 2 to 4 weeks.
Recommend
Concrete roadmap with measures, KPIs and effort. Implementable with or without ja-dialog — we advise honestly.
Implement
On request, we accompany the implementation — with our operations team, our tools, our locations.
Coach
Support for your internal service teams when implementation stays in your hands. KPI reviews, sparring, methods transfer.
What our clients
value about the sparring.
We don't often get praised for "the prettiest slide deck". But "pragmatic", "actionable" and "with immediate impact" — those we hear regularly.
Consulting is the start.
Here comes the implementation.
What we recommend, we can also deliver ourselves. Three direct follow-up topics, if consulting leads to concrete implementation.
Customer Service
500 employees · 4 locationsService across every channel, in eleven languages, for every industry. The implementation engine behind the consulting.
Learn more → TechnologyAI & Automation
From the Prishtina hubVoice and chat bots, AI classification, speech analytics — developed and operated in-house.
Learn more → LocationsFour locations
Berlin · Wolfen · Prishtina · AsunciónOnshore, nearshore, offshore — two continents, one quality promise.
View locations →Straight to sparring?
Send us your consulting question, and one of the two will personally get back to you within 24 hours — happy to start with an exploratory call.
Send inquiry →
Both know consulting from their own practice — and are directly available for your inquiries.