Most organisations are using AI more, and are sounding more alike.
Same tools, same prompts, same outputs. The voice that made you recognisable to the people you serve gets flattened.
AI · Trust · Customer Experience
Every AI decision is a trust decision in disguise.
We help organisations in people-centred sectors understand what AI is doing to the trust and experience of the people they serve - frontstage and backstage - and make deliberate choices about where AI belongs and where it doesn't.
Eldon Square
Foundations for cross-team AI adoption within existing governance: a training plan, an internal champion, and a light-touch responsible-use framework that keeps experimentation safe.
Read this case study →
Market Analysis
What we see in the market right now.
AI is already at work in your organisation. Most leaders can't tell you where.
It's drafting emails, summarising meetings, scoring applications, sorting decisions. None of it mapped, signed off, or measured against the experience your customers actually receive. AI doesn't damage trust on its own. Ungoverned AI does.
Saying yes to AI is the easy part.
Most organisations know what they want AI to do. Far fewer know what AI should leave well alone, and the trust they're protecting by drawing that line.
Engagement Models
How we work with organisations.
01
Training & Workshops
Practical capability building for teams, with a clear view of where AI helps and where it gets in the way. Staff sessions in 2-hour, half-day and full-day formats, board and leadership decision sessions.
See training options→02
Advisory & Consultancy
Working alongside leadership teams making real AI decisions about their organisations. Strategic engagements, AI roadmap and change management work for larger institutions, and ongoing sense-check support for internal AI champions.
Explore advisory work→03
Assessments & Toolkits
Named, scoped, fixed-price deliverables you can act on. AI Trust and Experience Audits, AI policy drafting, workflow reviews with practical recommendations, and a free 20-minute scoping call to find the right shape for your organisation.
See toolkits→Keynotes
Conference speaking on AI, trust, and the experience your customers actually receive.
Speaking enquiries →Bespoke Builds
Custom AI systems and tools for organisations that need something built, not bought. Internal CRMs, lightweight workflow tools, AI-powered search, knowledge bases, custom GPTs.
Talk to us about a build →Team
The people behind Service Design North.
Dr Yulia Dzenkovska
PhD in customer experience quality. BIPC North East's AI and Customer Experience Expert in Residence. Chartered Marketer, MCIM. Helps leadership teams make deliberate choices about where AI belongs and where it doesn't.
Dr Mikhail Vasenin
Builds the AI tools and systems behind our bespoke engagements. Background in AI, machine learning and fintech.
Simon Laing
Tourism and design thinking. Co-delivered the DNEE AI and Customer Experience programme with Yulia across the visitor economy.
What clients say
"We are much further ahead and are committed to grasping the opportunities AI offers. We are also more aware of the risks around the use of AI and the philosophised quandaries that AI throws up."
"AI holds out the promise of significant time saving and will increase our capacity. For a company with four people working in the business part time this is essential. Instead of having to hire more people we can handle growth within our current means. The outcome is likely to be more money to reinvest in development and growth."
"AI is so user friendly, often the issue is just conceptual and thinking outside the box where it can be used. The real world examples of actual use-cases were very helpful for this."
Contact
Two ways to start.
Take the free AI Trust Assessment
A 7-minute questionnaire that shows you where AI is most likely affecting trust in your organisation.
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