Data and Analytics
Unlock the power of your data to enable better decision making and improved business performance
From data strategy and science to visualisation and live dashboards, our services turn data into actionable insight.
Narrow the gap between expected demand and actual demand to avoid the pitfalls of over- and under-resourcing
Customer value management
Predict what individual customers will respond positively to, so you can deliver personalised services which drive growth and loyalty
Unstructured data analysis
Detect small signals from the millions of words your customers and prospects are uttering every day, to better understand their needs
Leverage historic and current customer data to enable more accurate predictions of customer behaviour
Root cause analysis
Identify the hidden drivers of performance, so you can move beyond assumption and into transformative insight
Turn the noise of social media into the clear voice of your customers and prospects, to give you the clues you need to win and retain business
Present data in compelling, interactive visualisations, so your teams can self-serve insight and solve problems in real time
Customer demand analysis
Uncover those drivers of demand that can only be detected when multiple data sources are brought together, so you can create a permanent shift in non-value-add contact
Customer journey mapping and analytics
Create a true end to end view of how your customers are interacting with you – with no blind spots – so you can make sound service decisions using all the facts
Voice of the customer
Interpret the themes and the sentiment of those customers who provide you with feedback – and even those who don’t – so you can target your resources and interventions appropriately
Actionable by design
Our team understand that the real value of data lies in insight and actionable recommendations. Our approach ensures accessibility for colleagues at all levels, delivering on our firm belief that colleagues shouldn’t require a data science degree to understand and take control of performance.
With deep technical expertise across multiple sectors and experience managing stringent regulatory environments, we’re able to deliver at pace and with confidence, breaking down barriers to understand and improve performance.
Revealing an airline’s hidden problems
A major airline wanted to find ways to serve their customers better and more cost effectively, but needed help to know where to start.
We created a demand management dashboard which highlighted for the key processes that were driving channel switching and high-cost repeat contact.
“The insight surfaced by the team has not only driven rapid and significant cost reduction, it’s also enabled us to deliver far better service to our customers”
Global Head of Change for Operations
£100k+ saved in operational costs by reducing handling time and repeat contact
£1m+ saved by changing policies to avoid abuse of process
Fewer customers forced to make multiple enquiries during a difficult experience