The Best Service Is No Service
Eight principles for removing the need to contact you at all.
- Challenge demand
- Eliminate dumb contacts
- Engaging self-service
- Be proactive
- Make it easy to contact
- Own the actions
- Listen and act
- Deliver great service
About Intendra
Deep human CX expertise,
codified into AI.
Two decades of proven method, running in days instead of months — across every customer, not a sample of them.
Why we exist
Knowing
Doing
The CX industry kept getting better at listening, and no better at acting. More surveys, more dashboards, more sentiment scores — and the same friction, the same cost, year after year. Intendra is built to end that: to turn what customers do into what your business should do about it.
The road here
Twenty-six years of method,
compressed into an engine.
-
1999
Bill Price becomes Amazon’s first Vice President of Customer Service — where the question shifted from handling contacts to preventing them.
-
2001
Bill Price founds Driva Solutions — enterprise CX consulting for global organisations.
-
2002
Bill co-founds the LimeBridge Global Alliance — a network now spanning eight countries.
-
2008
The Best Service Is No Service — the idea that demand itself can be eliminated.
-
2019–24
The Skyline Program — the method hardened into six repeatable steps across engagements.
-
2025
Intendra AI founded. Two decades of method become an engine that runs in days.
Frameworks
Three frameworks.
One operating system.
The practical foundation behind every product decision Intendra makes.
We’ve been there
None of this came from a whiteboard. Every framework was built from real operating experience — as CX executives and practitioners inside the businesses living the problem.
The Skyline Program
Six steps, refined across enterprise engagements — now automated inside the platform.
- Inbound / outbound contacts
- Customer intents & costs
- Value-Irritant actions
- Root cause analysis & owners
- Implement solutions
- Continuous improvement
The Frictionless Organization
Friction removal run as a phased operating model.
Phase 1
Create collective focus
Understand · assign · prioritise
Phase 2
Drive strategic actions
Eliminate · digitise · simplify · leverage · preempt
From manual to Intendra
From manual consulting
to automated platform.
The same methodology that took months now runs in days, at cents per interaction.
Legacy model
Intendra AI
Duration~2 months~3 days
Resources3–4 consultants1 consultant + AI
Data scopeSampled (2–10%)100% of interactions
Insight scopeVoice of Customer onlyVoice of Customer + Voice of Data
OutputManual taxonomy + dashboardsAuto intent generation, KPIs per intent, live dashboards
Action assignmentA one-day cross-department workshopAuto-recommended via Compass™
IntegrationsNone directCRMs, data warehouses, and more
CostConsulting fees per projectCents per interaction
“We turned our Contact Optimisation Program into a powerful strategic-action and business-impactful engine.”
Scope & reach
An eight-country alliance,
already in place.
The LimeBridge Global Alliance was co-founded in 2002 by Bill Price, Intendra’s founder. Its two decades of enterprise CX relationships are Intendra’s distribution channel from day one.
United States
United Kingdom
Germany
Netherlands
Australia
Singapore
Japan
France
8Countries
24Years operating
155+Enterprise clients
1,000+Organisations across the alliance
Figures describe the Driva Solutions and LimeBridge track record that Intendra’s method comes from — not Intendra’s own client base.
Two decades of enterprise CX engagements across
Retail & e-commerce
Telecoms
Financial services
Hospitality & travel
Food & beverage
Energy & utilities
Media & entertainment
Real estate
Why Intendra
Six reasons this works.
Decades of CX expertise, native AI architecture, and a global channel already in place.
24 years
Of improving CX, customer retention, agent experience, and the bottom line.
10 years
Building and operating complex predictive models, with visualisation, for enterprise customers.
>97% classification
Our models are trained on proprietary CX intent data, not generic language or disposition codes.
Action over reporting
A continuous improvement loop, not a static dashboard. We tell teams what to do — not what happened.
Silent-sufferer detection
Analytics that surface the customers who churn without ever warning you. That is Reveal™.
Eight-country channel
The LimeBridge alliance carries Intendra into every market it operates in.
What we believe
Four convictions the
product is built on.
01
The best service is no service.
The best contact is the one that never needed to happen.
02
Reports aren’t the point.
Organisations don’t need more data. They need to know what to do next.
03
Silence is a signal.
The customers who say nothing carry the most risk.
04
CX is strategy, not support.
It earns its seat when it speaks in revenue, cost, and retention.
The founders
The people who built it.
Intendra wasn’t a first meeting. Bill and Anant had already worked together for more than ten years, back in the early days of CX technology, and Maria joined Driva Solutions in 2021. In 2025 the three founded Intendra to turn a method they had all practised into a product.
Bill Price
CEO & Co-founder
One of the defining voices in customer experience, and the author of the method Intendra runs on.
- Author of five books, including The Best Service Is No Service and The Frictionless Organization
- Founded Driva Solutions (2001); co-founded the LimeBridge Global Alliance (2002)
- Amazon’s first Worldwide Vice President of Customer Service
- 200+ keynotes and 90 CustomerThink columns — now productized
Anant Kumar
Co-founder & CTO
The architect of the intelligence engine — the models that turn raw interactions into costed, attributed decisions.
- AI and LLM architect leading Intendra’s intelligence engine
- A decade building and operating predictive models at enterprise scale
- Founded Deeptech Innovations (2021)
- Has worked with Bill for more than ten years, from the early days of CX technology
Maria Contreras
Founding Team — Strategy & Product
Translates the method into product — what Intendra builds, for whom, and in what order.
- Leads product strategy, roadmap, and market positioning
- Joined Driva Solutions in 2021, working with Bill and Anant on enterprise CX transformation
- Turns two decades of consulting practice into repeatable product
A board of advisors who have actually run it.
Intendra is guided by practitioners drawn from across industries — people who have carried the operational targets themselves, not observers of the category.
Thought leadership
Five books that shaped an industry.
Bill Price’s co-authored books, plus 90 CustomerThink posts and 200+ keynote addresses.
2008
The Best Service is No Service
The best customer service is eliminating the need for customers to contact support — by fixing root problems.
2015
Your Customer Rules!
How organisations must adapt to empowered digital customers, and redesign operations to match.
2022
The Frictionless Organization
How companies remove internal and customer friction through cross-department collaboration and process redesign.
2025
Zero Complaints
Tools, frameworks, and case studies to implement the “no service” philosophy at scale.
2026
HumanX
El Fin de la CX — restoring the human elements of customer experience. Spanish first (LID Editorial, Spring 2026).
Forthcoming
Let’s build the CX intelligence layer together.
See what your own customer behavior is telling you — and what to do about it.
Book a Demo →No commitment. Personalised walkthrough within 48 hours.