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
Rich Mansell’s appointment signals strategic growth in Banking, Financial Services, and Insurance at Gobeyond Partners in the UK
We’re delighted to announce Rich Mansell has joined Gobeyond Partners, in the role of Consulting Director to support its rapidly growing Banking, Financial Services and Insurance (BFSI) sector.
Gobeyond Partners has received the Highly Commended Award in the “People and Leadership” category in collaboration with First Bus at this year’s Management Consultancies Association (MCA) Awards.
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.
What should financial services firms consider when pursuing customer-led transformation?
Case studies
In this project, we worked closely with multiple client stakeholders to develop an approach that delivered outstanding, transformative change for the bank.
A major European fashion brand wanted to build a more differentiated customer experience while significantly reducing cost to serve.
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.
Global collaboration drove customer improvements in an international bank’s Latin American arm.