Retail
Disruption and exponentially changing consumer behaviour is putting pressure on organisations to re-think traditional routes to market, transform operations, and enhance customer experience.
Our belief is that a human experience (HX) lens on this change supports better decision making and greater customer advocacy. We understand that digital transformation and customer engagement programmes shouldn’t be technology-led.
Effective self-service, swift contextual responses and empathetic customer experience are now minimum expectations that retailers must deliver to remain competitive in the e-commerce marketplace.
Challenge accepted
We’ve worked alongside leading retailers, delivering on their strategic ambition to reducing cost and customer contact whilst improving customer experience and colleague engagement.
In one leading retailer, we’ve co-created a model office environment to test innovation in these areas, testing new approaches and rapidly refining before rolling-out to deliver wider benefits. Even in its relative infancy, this has seen improvements in Net Promoter Score, first contact resolution, as well as an uplift in employee engagement.
Clients we’ve supported
Latest news and insight
Innovative Healthcare: Why there is still time to fix burnout in the NHS
Pressures on clinical teams across the NHS have never been higher, but it’s not just the pandemic that is to blame.
We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.
The second of our series looks at how fintechs can turn risks into opportunities when it comes to consumer-led Buy Now Pay Later regulation.
Exploring the crucial business case for holistic, flexible, and connected customer-led transformation programmes.
Case studies
In this project, we worked closely with multiple client stakeholders to develop an approach that delivered outstanding, transformative change for the bank.
In 2019, The LTA’s new campaign, “Tennis opened up,” made clear their goal of making the sport available, accessible and enjoyable for everyone in Great Britain.
By building an operating model to support a specialist lender in reaching their five year plan, we provided £34m cost benefit.
Our project increased productivity at a high street bank complaints handling centre by 30%, saving £4m per year.
Creating a blueprint for consistent customer experience unlocks over £600k in potential benefits.