Emotionally Intelligent Business

By landing on our website you have taken the first step towards an emotionally intelligent business. It is widely acknowledged that in today’s AI era, companies must develop employee’s EQ (Emotional Intelligence) as a fundamental part of any Operational Transformation project.

 

Our Emotionally Intelligent 5 Phase Approach can either be delivered end-to-end or we can augment a project that you already have in mind, or a project you are discussing with peers or maybe a project that is inflight but needs some additional help and structure. 

 

We ensure that your people are emotionally ready for the AI tools that are coming downstream, locking in confidence and ensuring success with your CX or EX projects. 


Whether back office or front office or a wider operational CX transformative programme – we can help you. Through either Consultancy days or Fractional work where we are embedded into your company.

 

We work with the leading, and most acclaimed partners to ensure that our delivery is fully comprehensive, proven in approach and delivered by fully trained and certified resource.  

 

At Flourish, with over 27 years of first hand experience in leading some of the world’s most well known brands on their Transformation Projects, we delve into the critical pillars of People, Process and then the Technology, ensuring a Human Centric approach by weaving in Emotional Intelligence methods.

The Five-Phase Process Approach

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Phase 1: Discovery (The ‘As-Is’ Reality)

Phase 1: Discovery (The ‘As-Is’ Reality)

Goal: Identify the ‘pain’

  • Map current process (‘happy path’ vs. reality).
  • Analyse VoC (tickets, NPS, churn) and VoE (focus groups for ‘administrative sludge’).
  • Capture baseline metrics (cycle times, error rates, cost-to-serve).
  • Understand employee EQ level and assess burnout risk.
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Phase 2: Diagnosis & Design (The ‘To-Be’ Vision)

Phase 2: Diagnosis & Design (The ‘To-Be’ Vision)

Redesign the experience outside-in.

  • Service Blueprinting: Map customer journey and operations simultaneously.
  • Pain Point Mapping: Link process friction to CX/EX issues (e.g. high churn).
  • Solutioning: Determine needs for automation, policy, or structural shifts.
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Phase 3: Planning & Prioritisation

Phase 3: Planning & Prioritisation

Use a Benefit vs. Effort Matrix to find Quick Wins.

  • Pilot: Select a high-impact, low-complexity use case for testing.
  • Change Management: Develop a communication strategy (‘Why’) to reduce employee resistance and gather employee confidence.
  • Employee Emotional AI Adoption (before it happens).
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Phase 4: Implementation (The Build) (Partner delivered)

Phase 4: Implementation (The Build) (Partner delivered)

Execute via agile sprints.

  • Deployment: Roll out new tools and automations.
  • Capability Building: Train employees on the new way of working, not just the tool.
  • Feedback Loop: Maintain a ‘War Room’ for real-time issue resolution during the pilot.
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Phase 5: Embed, Scale, Improve (The ‘New Normal’) (Partner delivered and managed)

Phase 5: Embed, Scale, Improve (The ‘New Normal’) (Partner delivered and managed)

Prevent regression to old habits.

  • Benefit Realisation: Compare post-launch metrics to Phase 1 baselines.
  • Governance: Update SOPs and KPIs to reflect new EX/CX priorities.
  • Scale: Roll out the proven model across the business.
  • Continuous employee development through EQ methodology
    Ongoing personalised Customer Success initiatives and holistic CX.

Interested?

Let Flourish support you in your next project

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