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Organisational Development

Build Organisations
Built to Last.

Adira works with leadership teams across East Africa to align strategy, transform customer experience, and build the internal capability that outlasts any consultant.

60+
Organisations Served
6
Countries
94%
Client Retention
Strategy, Business Process Review & Policy Design Service 01
CX Audit/Diagnostics and Strategy Service 02
Leadership Development, Training & Capability Building Service 03
Human-Centred OD Methodology Our Process
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Watch: What is Adira OD?
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Find Your Fit

Which Challenge Describes You?

Select the role that best reflects your current leadership challenge — we'll point you to the right service.

✓
👥
Head of Department/Director of Operations/Strategy
The Strategic Aligner
"We have a strategy — but 12 months in, we're not executing against it."
→ Strategy, Business Process Review & Policy ↓
✓
👥
Head of Customer Experience
The Experience Architect
"Our satisfaction scores are declining, we have the same recurring complaints, front line staff don't seem to get it and leadership wants answers, not hypotheses."
→ CX Audit, Business Process Review & CX Strategy ↓
✓
👥
HR / L&D Director
The Capability Builder
"We've trained our teams on processes and held leadership workshops— but they are not leading or inspiring their teams effectively. What do we do?."
→ CX Training ↓
✓
🔄
MD · General Manager
The Holistic Transformer
"We're dealing with everything simultaneously — process gaps, poor CX scores, and dis-engaged teams that need upskilling. Our employee value proposition is not working and our culture is affecting our perfomance"
→ Full OD Partnership ↓
Strategy & Policy
CX Audits
CX Training
Client Outcomes
Diagnostic Tool
01 Strategy & Internal Policy

Strategy That Moves
From Paper to Practice.

Many organisations have brilliant strategies that never translate into day-to-day reality. Adira works alongside your leadership team to bridge the gap — Reviewing your mission, business processes, policies and creating strategies that are executable, owned, and deeply contextualised to the East African operating environment.

  • 🗺
    Strategic Framework Design
    We co-create a clear strategic framework — vision, mission, priorities and OKRs — that your leadership team actually owns and executes against.
  • 📋
    Internal Policy Development & Review
    Review, rewrite, or design internal policies that align with strategy, reflect your culture, and that staff can own and implement
  • 🔗
    Cross-Functional Alignment
    We facilitated well-curated workshops ensuring every department understands their strategic role and has a clear line of sight to organisational goals.
  • 📐
    Implementation Roadmap & Accountability Frameworks
    We provide and co-create governance structures, scorecards, and review rhythms that keep strategy alive long after the workshop ends.
Ready to Start?
Begin with a Strategic Health Check
Not sure if your current strategy is the problem? Our 2-hour Strategic Health Check gives you a clear diagnosis and prioritised recommendations.
Adira Strategy Engagement
6-Week Strategic Alignment Programme
1
Discovery & Context Analysis
Stakeholder interviews, document review, and environmental scan to understand the real challenge beneath the symptoms.
2
Leadership Strategy Workshop
Facilitated off-site or virtual session to co-create strategic priorities and test alignment across the leadership team.
3
Policy & Governance Design
Draft or revise internal policies and governance structures required to operationalise your strategy.
4
Roadmap & 90-Day Sprint Plan
A clear, actionable implementation roadmap with owners, milestones, and a 90-day quick-win plan.
Typical engagement: 4–8 weeks
Custom Scoped
CX Health Report · Adira Audit
Customer Experience Diagnostic Overview
62
/ 100 CX Score
First Contact Res.
45%
Customer Effort
68%
NPS Score
72%
Touchpoint Quality
54%
Critical Gap
42% of complaints unresolved at first contact — escalating to Tier 2 unnecessarily
Opportunity
Digital self-service adoption low (18%) — significant deflection potential available
Strength
In-person experience scores consistently high (84 NPS) — model to replicate digitally
02 CX Audits

See Your Customer's
Journey Through
Their Eyes.

You can't fix what you can't see. Adira's CX Audit gives you a clear, evidence-based picture of exactly where your customer experience is excelling, where it's breaking down, and what it's costing you in revenue and retention.

  • 🗺
    End-to-End Customer Journey Mapping
    Map every touchpoint across the customer lifecycle — from awareness to advocacy — identifying friction and moments of delight.
  • 📊
    Quantitative & Qualitative Research
    Mystery shopping, customer interviews, NPS analysis, complaint data review, and staff feedback to build a 360° picture.
  • ⚡
    CX Scorecard & Benchmarking
    A CX Health Score benchmarked against business process review — giving you a baseline, a target, and the gap to close.
  • 🎯
    Prioritised Recommendations Report
    A board-ready report with prioritised, costed recommendations — not just observations, but a clear implementation plan with ROI estimates.
Not Sure Where to Start?
Take the Free CX Health Check
Answer a few simple questions about your organisation's current CX practices and get an instant score and the top 3 areas to address.
03 Leadership Development, Training & Capability Building

Turn Every Employee
Into a Leader & CX Champion.

A great strategy is only as good as the people who deliver it. Adira's training programmes build the mindset, skills, and behaviours that transform your frontline teams, managers, and leaders into great performers and committed advocates for the customer experience.

  • 🌟
    CX Mindset & Culture Foundations
    For all staff: build a shared understanding of what CX means, why it matters, and each person's role in delivering it. We also carry out CX Audits and Business Process Reviews and collectively develop an actionable and quick win implementation plan
  • 🎯
    Service Excellence
    For all staff, we provide customised sessions and practical tools for handling customers through each journey stage, managing complaints, the right cx meterics to measure, service recovery strategies and how to enhance customer retention and loyalty
  • 📐
    Leadership Development & Capacity Building
    For team leaders: We help you understand the basics of being an effective leader as we explore leadership, power & authority, the stages of leadership, team psychology, the science of execution, and how to shift your mindset from being an operational leader to a strategic one.
  • 🔨
    Bespoke Capability Programmes
    Fully customised programmes designed around your performance reviews, training needs assessments, audit findings, your processes, and your industry context.
Ready to Build Your Team's Capability?
Start with a Team CX Skills Assessment
Before we design any programme, we assess your team's current capability levels — so training is targeted, customised and not generic.
Here is an Example of an Adira CX Capability Programme
Sample Training Architecture
Blended Learning 4–8 Weeks Team-Based Fully Customisable
Module 1 — CX Mindset & the Customer Promise
Self-paced
Why CX is everyone's job. Understanding your organisation's customer promise and your role in delivering it daily.
Module 2 — Service Excellence Skills
Live Workshop
Practical tools: active listening, complaint handling, recovery frameworks, and difficult conversation scripts.
Module 3 — Coaching CX Performance
Live Workshop
For managers: coaching models for CX delivery, using data dashboards, and setting team CX goals.
Module 4 — Sustaining a CX Culture
Self-paced + Coaching
Embedding CX into KPIs, recognition systems, and leadership behaviours for long-term culture change.
All programmes include pre/post assessments & toolkits
Proven Impact

Results Our Clients Measure

Outcomes across 60+ OD engagements in East Africa over seventeen years.

🎯
87%
of clients report improved strategy execution within 90 days
📊
+24pts
average NPS improvement following a CX audit engagement
🌟
92%
of training participants apply new CX skills within 30 days
👥
60+
organisations transformed across 6 East African countries
Free Tool

Not Sure What Your
Organisation Needs?

Answer 10 questions about your organisation's current challenges. Get an instant diagnosis and a recommended starting point — no commitment required.

Run the Free Diagnostic →
Client Voices

Reflections from Partner Organisations

What our organisational clients say about working with Adira across East Africa.

"Adira didn't just deliver a strategy document — they helped us build the muscle to execute it. Six months in, our quarterly reviews are happening and decisions are being made faster."

👨🏿
Managing Director
Financial Services · Nairobi

"The CX Audit report was the most useful document we produced that year. It gave us the language to have conversations we had been avoiding — and the board took it seriously."

👩🏾
VP, Customer
Retail Group · Mombasa

"We've done CX training before — generic, forgettable. Adira's programme was different because it was built around our actual customer complaints and our specific team dynamics. It landed."

👩🏿
Head of Service Delivery
Telecoms · Nairobi
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