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
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
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