HOSTED Simulation, Customer Experience Workshop, Strategic Consulting

Ajax delivered the HOSTED simulation – a Customer Experience workshop, tailored to Work Plus’s real operating context. The simulation was used to stress test decision making, expose execution friction across interfaces, and make the “customer experience” conversation operational rather than aspirational.

A direct outcome of the workshop was a structural shift: the company restructured and formally established an Experience Department, with clearer ownership for experience outcomes. Ajax then extended the intervention through strategic consulting to translate workshop learnings into practical governance: decision rights, ownership clarity, and lightweight routines that keep delivery stable over time.

Significance: clearer accountability for customer experience, cleaner handovers between teams, and stronger execution discipline around what customers actually feel.