The Wicked Company helps organisations understand, redesign and improve their services — creating better experiences for customers and employees while creating more value for the business.
Organisations divide themselves into departments, systems, processes, products and programmes. Customers don't.
We work across customers, employees, operations, technology and organisational structures to understand where value is being lost and what needs to change.
Understand how services really work across customers, employees, operations, technology and the organisation — not simply how the process says they work.
Redesign end-to-end services, customer journeys, operating models and organisational capabilities around the value they need to create.
Turn strategy into a practical transformation portfolio: what needs to change, what matters most, what it costs and where the value sits.
Build the governance, capability and ways of working organisations need to continue improving after the consultants have gone.
“Marcus Kirsch's superpower is to see problems at both the macro and micro scales.”
Better services reduce unnecessary work, remove operational friction, improve adoption and make transformation investment more effective.
Operational cost savings identified or delivered through transformation work.
Transformation risk identified and addressed.
Enterprise services mapped to create visibility across complex organisations.
Markets move. Customers change. Technology changes. Problems evolve while you're trying to solve them.
Yet organisations still rely on structures, processes and transformation programmes designed for problems that stand still.
Wicked problems don't have one owner, one cause or one simple answer.
We help organisations reconnect with reality — understand what is actually happening, identify where value is being lost and change what matters.
Transformation becomes easier when people can see what is actually happening, agree what matters and make better decisions about what to change.
Bring together customer, employee, operational, organisational and technology perspectives to expose how the service actually works.
Make complexity visible. Identify friction, duplication, risk, uncertainty and the opportunities where change creates the greatest value.
Turn insight into a prioritised and investable programme of service and organisational improvement.
The Wicked Company explores how organisations can rethink strategy, value creation and transformation when conventional approaches are no longer enough for the complexity they face.
Explore the book →
Banking
Healthcare
Energy
Telecommunications
Government & Public Services
Technology
Museums & Culture
Advertising
Customer Experience Strategy
Service Design
AI Opportunity & Service Strategy
Operating Models
Organisational Change
Service Portfolios
Digital Transformation
Governance & Performance
Capability Building
“It's clear more and more enterprises face wicked problems in their businesses, ones that mutate even as you work on them.”
For more than 20 years, I've worked with organisations trying to understand complex problems and make better decisions about what to do next.
Across telecommunications, banking, healthcare, energy, government, technology and culture, the problem is remarkably consistent: organisations know a lot, but rarely understand the whole thing.
My work combines transformation strategy, service design, customer experience, organisational design and technology to reconnect organisations with how their services actually work.
I am the author of The Wicked Company: When Growth Is Not Enough and creator and host of The Wicked Podcast, where I interviewed 100 thinkers and authors across leadership, strategy, technology and organisational change.
Why organisations can have more data, expertise and technology than ever — and still fail to understand what is actually happening.
Rethinking strategy, value creation, organisational behaviour and transformation for complex organisations.
Conversations about leadership, technology, organisations, innovation and the future of business.
If customers are struggling, employees are compensating for broken processes, services have become unnecessarily complex or transformation isn't producing the expected value, we should probably talk.
Talk to The Wicked Company →