You see what you intend.
We see what your customers
actually experience.
Most businesses are working hard and genuinely care — yet cannot see what customers are actually experiencing. The gap isn't effort. It's perspective. We provide it.
Operating in Pakistan, the Gulf, Europe, UK, US, and Canada.
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I
Trust Moment Matrix™
Identifies which interactions carry the highest trust weight and represent the greatest risk to customer confidence.
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II
CEOS™ Scoring
Compliance, Empathy, Objection Handling, Communication Standards — each 0–25. Total 0–100. Evidence, not sentiment.
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III
Experience Gap Identifier
Measures the distance between how you describe your service and what customers actually receive.
Customers feel things your dashboards never capture.
Every business has moments where things go quietly wrong. A customer hesitates. Their confidence softens. They don't complain — they simply decide, and you never find out why.
A step that slows the pace.
Often a handover point where information is repeated rather than carried forward. Your team is working hard. What the customer experiences is disorganisation.
A message that creates uncertainty.
A reply that arrives slightly too late. Technically correct — but it leaves the customer with more questions. They don't chase it. They reconsider.
A moment where confidence softens.
A specific phrase. A slight pause. A tone that shifted just enough to plant a seed of doubt. Invisible in a spreadsheet. Completely visible to a customer — and to us.
A process that breaks the flow.
The moment a customer is made to repeat themselves. The moment they sense the left hand doesn't know what the right hand is doing. Trust unravels in seconds.
Three instruments. One precise picture.
The Trust Moment Matrix™, CEOS™ Scoring, and Experience Gap Identifier work in sequence — identifying what matters, scoring what was observed, and measuring the distance between your belief and the evidence.
Before any observation begins, we map which interactions carry the highest trust weight — and which represent the greatest risk to customer confidence. This determines where we look first.
Informs CEOS™ scoring scope →Each observed interaction is scored across four dimensions — Compliance, Empathy, Objection Handling, Communication Standards. Each 0–25. Total 0–100. Evidence, not inference.
Feeds Experience Gap analysis →Before observation, you rate your own operations. After, CEOS™ scores are placed alongside your self-assessment. The distance between the two is the core commercial finding.
Produces client briefing content →We rely on something older and more accurate than any algorithm.
Fifteen years of direct customer-facing experience — watching and listening in real time. No intermediary. No interpretation layer. Just what was directly seen and heard.
Choose the depth that fits your situation.
Every engagement is scoped clearly before it begins. Every observation is scored using CEOS™. Every briefing is delivered directly by the principal who did the work. The depth varies — the rigour never does.
"I just need to know if there's actually a problem."
A single, focused observation to expose one immediate blind spot. A clear, scored snapshot of one touchpoint, documented and explained in plain language.
"Show me the biggest friction point to address first."
A focused sweep of your core customer interactions. Fast and sharp — built for operators who need clarity without the full deep-dive.
"This keeps failing. I need to understand why — permanently."
A deeper department-level audit that maps precisely where friction is created and why it recurs. We go past symptoms to structural causes.
"I want the complete picture — everything my customers experience."
Full-ecosystem observation from first contact to final interaction. All three methodology instruments applied. Strategic briefing for owners and principals.
Six steps. No surprises. No noise.
This is exactly what working with UOne Vantage looks like — from your first conversation to your final report.
Twenty minutes. Not a pitch — a genuine conversation about what you want to understand. We listen and give you an honest view of whether an engagement makes sense.
We agree on scope, timeline, and deliverables before anything begins. Every detail is clear and confirmed before we observe a single interaction.
Real interactions. Real customers. No scripts, no alerts to your team. Every observation is documented with precision — treated as evidence, not impression.
Every observation is scored across all four CEOS™ dimensions. We look for patterns — the friction that compounds, the signals customers register before they decide.
A real conversation — principal to client — walking through what was found, what it means, and exactly where to focus first. You speak with the person who did the work.
Timestamped. Scored. Written in plain language. Clear enough to act on immediately. Complete enough to come back to months later.
data shows it,
they've decided.
Metrics are a record of what already happened. Customer feelings act first — they shape the decision before any dashboard reflects it. The gap between what you measure and what customers actually experience is where revenue is silently lost.
Outcomes that speak for themselves.
Client discretion is a core part of how we work — not a limitation. We share what changed, because results are more useful than names.
A mid-size financial services organisation in the Gulf identified three recurring friction points in their client communication process. All three were resolved within 60 days of the briefing. Complaint escalations fell 28% over the following quarter.
A financial services contact centre found a single phrase repeated across every customer call was creating uncertainty at the most critical decision point. The fix took one team meeting. Customer retention measurably improved within six weeks.
A professional services business discovered their onboarding process — which they rated as their strongest asset in self-assessment — was the primary driver of early-stage client dropout. The CEOS™ Experience Gap score revealed a 34-point gap between self-perception and observed reality.
Built on experience.
Grounded in clarity.
UOne Vantage is led by Imran Javed — someone who has spent fifteen years inside direct customer-facing environments across banking and telecom, watching at close range how trust forms and how it breaks. He leads every engagement himself. What is observed is delivered directly to you, without an interpretation layer in between.
Every engagement is led personally — no account managers, no handovers, no junior team. From the first conversation to the final briefing, you work directly with the person doing the work. Our experience runs deep in industries where trust is the product, customer decisions are quiet, and the cost of getting experience wrong shows up in revenue before it shows up in data.
We have no software to sell, no platform to recommend, and no commercial interest beyond the accuracy of what we observe. Our only product is clarity.
Banking, Telecom, Financial Services, Fintech, Insurance, Healthcare, Education, Airlines, Retail — observed across every level of customer interaction.
Data tells you what happened.
Observation tells you why — and what to do next.
One is a measurement. The other is a map. We build the map.
Customers feel everything.
A pause a beat too long. A reply that technically answered the question but left the customer feeling unseen. A process that worked perfectly on paper and broke quietly in practice. These moments shape perception long before any metric reflects them.
The cost of unseen friction.
When a customer hesitates at a critical point, they don't tell you. They just don't return. When an agent's tone tightens on a call, the customer doesn't complain — they call someone else next time. These are not failures of effort. They are failures of sight.
What we believe.
Start with a conversation.
No pressure. No pitch. A calm, honest conversation about what you're noticing in your business — and what you might be missing.
Ready to see your business clearly?
Twenty minutes. No obligation, no slide deck. Tell us the gap you sense, the question you keep returning to, or the problem you can't solve from the inside.
| ◆ | Response timeWithin one working day. Monday–Friday, 9:00 AM–6:00 PM GST. |
| ◆ | CostThe discovery conversation is completely free. You commit to nothing until you choose to proceed. |
| ◆ | Our positionIf we don't believe an engagement will help you, we'll say so directly. |
| ◆ | ConfidentialityYour data, your team's behaviour, your operational details — none of it leaves the scope of your engagement. |
| ◆ | Geographic FocusPakistan, the Gulf, Europe, UK, US, and Canada. |
| ◆ | How it worksSubmit the form and we'll respond by email to arrange a call. Phone calls are available once a conversation is underway. |
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