• Skip to primary navigation
  • Skip to main content
Close
OEE - Home
  • English
    • Français
    • Deutsch
    • 简体中文
    • 繁體中文
+44 (0) 1865 593 911
SearchSearch
  • Home
  • Sectors
    • Banking & Financial Services
    • Education
    • Healthcare
    • High Tech Outsourcing
    • Insurance
    • Public Sector
    • Retail
    • Travel and Transport
    • Utilities
  • Services
    • Consulting Services
    • Innovation Services
    • Managed Services
    • Technology Solutions
    • Data and Analytics
    • Organisational Excellence
  • Thinking
    • Latest News
    • Client Stories
    • Insight
  • About
    • Our Values
    • Management Team
    • International Expertise
    • Consulting Excellence
  • Careers
  • Contact
  • Home
  • Our Thinking
  • Building a digital roadmap for Retail growth​

Client Stories

Building a digital roadmap for Retail growth​

A major European fashion brand wanted to build a more differentiated customer experience while significantly reducing cost to serve. ​

We carried out a rapid two-week diagnosis of the brand’s customer journeys and sales and service operations. Mystery shopping and user testing revealed significant opportunities to better use existing and new digital channels.​

A CX technology audit identified opportunities to enhance the existing channel offerings, as well as to significantly improve Net Promoter Score, which was negative for digital.

  1. Fully costed roadmap of customer service improvements designed, including asynchronous messaging, chatbot, smart IVR and integrations
  2. Behavioural science (nudge) and UX/UI design identified as key drivers of digital channel shift
  3. Multi-channel virtual assistance solution, powered by Natural Language Processing and AI, placed at the heart of a new channel strategy

“The timeframe was challenging and despite all odds you were able to deliver great work”​

– Chief Commercial Officer

“It is just outstanding work”​

– Country CEO

Results

  • £1m annual cost saving benefit identified 
  • Opportunity to digitally serve an additional 1m customers per year identified
  • Implementation roadmap defined with a projected ROI of 300% across three years​

Our Thinking

Insight
Innovative Healthcare: Why there is still time to fix burnout in the NHS 

Pressures on clinical teams across the NHS have never been higher, but it’s not just the pandemic that is to blame.

Find Out More
News
Joining the Webhelp Group for World Environment Day

The team at Gobeyond Partners joined the wider Webhelp group to take part in World Environment Day on Sunday 5th June.

Find Out More
Insight
Reflections on ‘The business case for customer journey transformation in financial services’ Think Tank

What should financial services firms consider when pursuing customer-led transformation?

Find Out More

Stay informed. Never miss our email updates.

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.

The Future of Service Forum

The Future of Service Forum 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 Forum
Close
Would you like to get in touch with us?
Please complete our contact form.

Related Capabilities:

  • Sitemap
  • Cookies
  • Privacy
  • Modern Slavery and Human Trafficking
  • Terms of Use
  • Accessibility
  • Customer complaint policy

+44 (0)1865 593911
info@gobeyondpartners.com

8100 Alec Issigonis Way
Oxford
OX4 2HU

  • LinkedIn
  • Twitter
  • Glassdoor
  • English
  • Français (French)
  • Deutsch (German)
  • 简体中文 (Chinese (Simplified))
  • 繁體中文 (Chinese (Traditional))