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
UK utilities sector facing vulnerability and trust challenges in 2023
Simon Coulbeck looks at the most significant industry challenges and opportunities within UK Utilities and predicts some key areas that will be on the sector’s agenda in 2023.
We explore how we can all think about design differently to achieve better outcomes for our customers, our organizations and wider society.
What should financial services firms consider when pursuing customer-led transformation?
Hayley Monks, Managing Director, Utilities, invited a group of senior executives from leading UK energy companies to analyse the industry’s existing approach and answer this question.
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.