Retail
Disruption and exponentially changing consumer behaviour is putting pressure on organisations to re-think traditional routes to market, transform operations, and enhance customer experience.
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 e-commerce marketplace.
Challenge accepted
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.
Clients we’ve supported
Latest news and insight
Banking Bites: Developing greater agility
We turn our focus to how banking and financial services organisations can develop greater agility.
Although the impact of the crisis, and this associated shift, will vary across country, industry, and organisation, we are seeing a distinct phasing of business and operational responses as we slowly make this transition.
Our recommendations focus on how senior leaders can empower people, set them up for success and manage high-performing remote teams.
Whilst many businesses are now taking decisive, immediate actions around the first phase of the situation, there is a real need to take action around potential operational impact in both the short and medium term.
Case studies
By building an operating model to support a specialist lender in reaching their five year plan, we provided £34m cost benefit.
Our project increased productivity at a high street bank complaints handling centre by 30%, saving £4m per year.
Creating a blueprint for consistent customer experience unlocks over £600k in potential benefits.
Global collaboration drove customer improvements in an international bank’s Latin American arm.
New operations management practices enhanced customer experience and increased capacity at a leading UK insurance provider.
Our operating model design project with Atos improved customer experience for one of their key clients and saved £1.5m per year.