Close
OEE - Home
SearchSearch

Customer Experience

Optimise the value of every interaction between an organisation and its customers

Analysing and designing every interaction in every channel, helping our clients to:

Understand current experiences

Identify the drivers of negative and positive customer sentiment, and the impact these have on customer behaviour and value

Design contact and channel strategies

Eliminate avoidable demand, optimise self-service, and prioritise human support where is adds the greatest value, in channels that are optimised for effectiveness, convenience and efficiency

Accelerate the shift towards digital

Ensure pre and post-sales digital experiences meet customer needs and expectations; steering, guiding and nudging customers towards them, to increase adoption and containment

Manage contact demand

Continually monitor and analyse the drivers of demand, understanding the reasons customers contact you and the outcomes these generate; informing priorities for customer experience improvement

 
 

Services

Customer Experience Health Check
Rapidly understand the strengths and weaknesses of the experiences you are delivering today, and where to focus improvement effort and investment
 
Contact and Channel strategy design
Create a clear future-state vision for contact management, what to self-serve and automate, what to prioritise for human support and the best channels to do this in
 
User-experience design
Optimise digital and mobile experiences for convenience, effectiveness and outcomes, with end-to-end solutions from design, to prototyping, build and deployment
 
Data-led demand management
Use interaction-level data to measure, manage and improve how contacts are routed and resolved via self-service, automated and human-assisted support
 
Voice of the Customer
Capture insight about their experiences directly from your customers, combining feedback from surveys, insights from conversations with agents and social media listening to give you a full 360o view of what matters to them

 

Our experts

We are idea machines

Our people pursue creativity as a way of life; we produce dozens of ideas every day and we are obsessive about finding new ways to look at customer and client challenges. We’ve had some great successes; and  as innovators we’re proud to say we’ve also failed many times. We’re here to inspire your teams to do amazing things that they haven’t thought of yet.

 

Changing the game

A large telco had made some big acquisition investments which were driving huge volume into the order management function. Doubling down on CI and operational controls wasn’t working – the problem was too big. Something new and different was required if the organisation was to protect its reputation and its growth plans.

 

“We need more solutions like this: disruptive stuff where we don’t have to analyse it to death to prove the benefits because they’re so obvious.”

Customer Services Director, Early Life

£1m+ of operational capacity created

Repeat failure rate more than halved​

Hundreds of front line staff and managers released from the toxic impact of a chronic service crisis

 

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