Customer Experience
Optimise the value of every interaction between an organisation and its customers
Analysing and designing every interaction in every channel, helping our clients to:
Understand current experiences
Identify the drivers of negative and positive customer sentiment, and the impact these have on customer behaviour and value
Design contact and channel strategies
Eliminate avoidable demand, optimise self-service, and prioritise human support where is adds the greatest value, in channels that are optimised for effectiveness, convenience and efficiency
Accelerate the shift towards digital
Ensure pre and post-sales digital experiences meet customer needs and expectations; steering, guiding and nudging customers towards them, to increase adoption and containment
Manage contact demand
Continually monitor and analyse the drivers of demand, understanding the reasons customers contact you and the outcomes these generate; informing priorities for customer experience improvement
Services
Our experts
We are idea machines
Our people pursue creativity as a way of life; we produce dozens of ideas every day and we are obsessive about finding new ways to look at customer and client challenges. We’ve had some great successes; and as innovators we’re proud to say we’ve also failed many times. We’re here to inspire your teams to do amazing things that they haven’t thought of yet.
Changing the game
A large telco had made some big acquisition investments which were driving huge volume into the order management function. Doubling down on CI and operational controls wasn’t working – the problem was too big. Something new and different was required if the organisation was to protect its reputation and its growth plans.
“We need more solutions like this: disruptive stuff where we don’t have to analyse it to death to prove the benefits because they’re so obvious.”
Customer Services Director, Early Life
£1m+ of operational capacity created
Repeat failure rate more than halved
Hundreds of front line staff and managers released from the toxic impact of a chronic service crisis
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