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Data and Analytics

Unlock the power of data to improve decision making, business performance and customer experience

Where data is the fuel that powers customer-led growth and profitability, we help our clients to:

Understand customer behaviour and expectations

Analyse what customers say, do and feel, and use this insight to design and improve your products, services and experiences, maximising customer lifetime value

Place data in the hands of those who can act upon it

Capture, analyse and visualise data in ways that make it easier for those making decisions and supporting customers to see what actions to take, and the benefits this will bring

Build models that anticipate business and customer needs

Predict future outcomes with models that use historic data and current context to determine the most appropriate actions to take, maximising value for the business and its customers

Design data management and processing strategy

Capture, store, process and apply data in ways that maximise business and customer benefits, and at the same time fulfilling regulatory, security and ethical obligations

 
 

Services

Voice of the Customer
Capture what customers are saying to you, and about you, through a combination of insights from conversations in every channel, feedback surveys and social media listening to identify and prioritise actions for experience improvement
 
Demand and journey analytics
Identify and profile the drivers of contact demand across end-to-end customer journeys by bringing together data from every interaction in every channel, identifying opportuntiies to elimate avoidable contacts and accelerate the shift to digital
 
Demand Forecasting
Build more accurate models to forecast customer demand, reducing the variance between expected and actual volumes, improving the planning and scheduling of resources
 
Data visualisation and insight dashboards
Design and build interactive dashboards that make it easier for business users to identify how your operations are performing and where to focus attention on issues and improvements
 
Data Science and Modelling
Apply sophisticated analytics tools and techniques to your most complex customer journey challenges, creating models that more accurately predict behaviour and anticipate needs
 
Data strategy and architecture
Design strategy, architecture and security for a data-led organisation, ensuring systems, skills and processes are optimised to optimise benefits and minimise risks for customers, colleagues and the business

 

 

 

Our experts

Chris Bryson
Managing Director | Global Analytics
Find out more
 
 

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

 

Let’s talk

 

 

 

Our Thinking

News
Concentrix and Webhelp Complete Combination, Creating a Diversified Global CX Leader, Well-Positioned for Growth

This combination further positions Concentrix + Webhelp as a global CX leader, with an expanded breadth of generative AI solutions, digital capabilities, and high-value services.

Find Out More
Insight
CX and the Future of Banking in APAC: How FinTech is Transforming the Industry

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

Find Out More
Insight
Leveraging Data to Create Seamless CX

In this article we’re going to be looking at how, by leveraging customer data, you can begin to tackle the customer journey execution gap through optimisation of the customer journey.

Find Out More

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