OEE - Home
Contact|+44 (0) 1865 593 911 SearchSearch


Retail is no stranger to change.

While the sector has always been open to reinvention, the cumulative pressures of technological disruption and exponentially changing consumer behaviour is putting pressure on organisations to re-think traditional routes to market, transform operations, and enhance customer experience.

Challenge accepted

Our belief is that a human experience (HX) lens on this change supports better decision making and greater customer advocacy.

We understand that digital transformation and customer engagement programmes shouldn’t be technology led. Effective self-service, swift contextual responses and empathetic customer experience are now minimum expectations that retailers must deliver to remain competitive in the ecommerce marketplace.

We’ve worked alongside leading retailers, delivering on their strategic ambition to reducing cost and customer contact whilst improving customer experience and colleague engagement.

In one leading retailer, we’ve co-created a model office environment to test innovation in these areas, testing new approaches and rapidly refining before rolling-out to deliver wider benefits.
Even in its relative infancy, this has seen improvements in Net Promoter Score, first contact resolution, as well as an uplift in employee engagement,

Client's we've supported

Latest Case Studies

View All
Case Study
Case Study
Case Study
Case Study
Case Study
Case Study
Case Study
Case Study

Stay informed. Never miss our email updates.

Our knowledge-led emails are an invaluable source of business information, inspiration and learning.

We'll store this data in accordance with our privacy policy and process for the use intended. We will not share your personal data with any third parties.

Service Excellence Network

The Service Excellence Network brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

Explore the Network