One standard of quality without sacrificing flexibility: CX transformation at Eclectic Talents Group
Eclectic Talents Group is launching a CX transformation — a strategic initiative spanning all 12 companies in the ecosystem across 8 markets. The goal is to build a unified customer experience standard that holds across different service verticals: from talent acquisition to facility management.
In a group where each business unit operates with its own expertise, market and client base, interaction quality cannot rely solely on individual team initiatives. Clients working with multiple parts of the group at once need consistent quality, a clear service promise and predictable outcomes — regardless of which business unit they engage with.
Not control, but shared competency
Centralisation in an ecosystem of autonomous business units is a fast way to erode the flexibility that makes each of them competitive. So we didn’t build a control function. We embedded Customer Experience & Service Design as a shared competency — a capability teams develop themselves to better understand their clients, design services around real needs and scale strong solutions across the group.
Each business unit stays autonomous. But all of them operate within the same client interaction logic.
How it works in practice
The transformation runs on several tracks simultaneously. Business unit leaders go through service design thinking training — not as a theoretical course, but as a shift in decision-making approach. Teams learn to see the service through the client’s eyes. NPS moves from a reporting metric to a live working tool. A Quality Manager role is introduced — accountable for quality metrics at the unit level. In parallel, a legacy function is being built: standards, procedures, project frameworks and business cases that will remain and scale beyond the pilot stage.
First pilot: Fillin Facility
The first implementation site is Fillin Facility, a brand within the Eclectic Talents Group ecosystem. The team began designing the client experience not from the service description outward, but from the real needs, pain points and expectations of B2B clients. The project maps how clients actually move through the service at every stage, identifies where friction and unmet expectations occur, and redesigns the interaction points accordingly.
The pilot is preparing a model for rollout across other business units in the group. A strong solution developed in one place becomes a resource for the entire ecosystem. We’re proud of the team building this — systematically, with focus on delivering results for the client.
Ukrainian CX Excellence 2026
Eclectic Talents Group is presenting this case at Ukrainian CX Excellence 2026 — an annual award by KA Group recognising outstanding customer experience practice across the market. It brings together companies that invest systematically in client interaction quality, and is one of the few platforms where CX is treated as a core business competency rather than a service add-on.
