Progress in diversity and inclusion is essential for effective customer experience consulting. That’s why it’s on the agenda at OEE Consulting, with a focus on tangible and measurable improvements.
As an organisation, we believe diversity is a strength. Our consulting and training team currently represent 15 nationalities, with over 60% of our workforce speaking two or more languages fluently.
However, we also know there is a lot more work to be done, both at OEE Consulting and across the industry. As part of this we are proud to support the Management Consultancies Association (MCA) in their Year of Diversity initiative.
Beulah Selvaraj, Senior Consultant, will act as OEE Consulting’s representative for this agenda throughout the year, and hopes to encourage a more inclusive environment across the consulting industry:
“It’s not only about respecting differences in individuals. It’s about making those differences valued and supported to achieve their full potential.”
Diversity forms the foundations for unique successes in many different projects.
Our understanding of cultural differences was the turning point in ensuring success during a recent project in Mexico. A re-design of the process for customers with blocked cards following fraud resulted in a 68% increase in net promoter score and a quicker return to card use for customers. Success was driven by customer experience consulting involving an understanding of the infrastructure in Mexico, immersive workshops with a range of key personnel, and the ability to deliver effective live translation.
Mark Palmer, Managing Director, was one of the panellists at the MCA’s launch event on 2nd February:
“Whilst the launch of the MCA’s Year of Diversity initiative gives us a reason to discuss diversity this month, we see these changes as an ongoing journey which will fundamentally change the way we do business.”
We will be embarking on a number of initiatives to support diversity and inclusion in the business, starting with a review of our talent acquisition and retention process.”
