Stronger customer retention is a powerful driver of business growth, and achieving it requires operational excellence and sure customer trust. At Brilliance, we turn your CX and TCF challenges into opportunities for growth with tailored consulting solutions that address your unique needs and help you build a foundation for long-term success.
Fuel growth with retention and trust
Specialised consulting services
Brilliance delivers expert consulting, project management, and business improvement services tailored to the insurance, medical aid, and telecommunications industries.
Experience design
Brilliance crafts memorable, brand-aligned, personalised experiences for your customers, employees, and users. With decades of expertise in customer psychology, loyalty, and user design, we help you achieve your experience management goals and drive real business results.
Business improvement
By identifying inefficiencies, stream-lining processes, and aligning operations with strategic goals, we enhance performance and customer outcomes. We combine deep industry insight with measurable improvements, empowering your business to thrive in competitive markets.
Project management
We manage complex projects like system rollouts, compliance initiatives, CX improvements, and employee engagement strategies. Our expert approach ensures seamless execution, clear communication, and measurable outcomes to achieve your goals on time and in budget.
Service recovery
We work with our clients to transform their service recovery processes and optimise complaints management. Our expertise drives improved customer retention, enhanced employee engagement, and stronger business performance, turning challenges into opportunities for lasting success.
Customer success
We empower Customer Success teams to overcome common pitfalls like misaligned objectives, reactive approaches, and siloed operations. Leveraging deep expertise, we provide techniques to resolve challenges, align with customer outcomes, and drive trust, loyalty, and sustainable growth.
Public speaking
Samantha Hillion-Burns, Founder and Customer Solutions Director of Brilliance, is an engaging speaker on topics like Customer Trust, Retention and Loyalty, Service Recovery, Service Design, and Customer Success, inspiring audiences with actionable insights and proven strategies.
Maximising our clients’ potential to be
brilliant for their customers
Working with blue chip companies
