A major European fashion brand wanted to build a more differentiated customer experience while significantly reducing cost to serve. ​

We carried out a rapid two-week diagnosis of the brand’s customer journeys and sales and service operations. Mystery shopping and user testing revealed significant opportunities to better use existing and new digital channels.​

A CX technology audit identified opportunities to enhance the existing channel offerings, as well as to significantly improve Net Promoter Score, which was negative for digital.

1. Fully costed roadmap of customer service improvements designed, including asynchronous messaging, chatbot, smart IVR and integrations
2. Behavioural science (nudge) and UX/UI design identified as key drivers of digital channel shift
3. Multi-channel virtual assistance solution, powered by Natural Language Processing and AI, placed at the heart of a new channel strategy

“The timeframe was challenging and despite all odds you were able to deliver great work”​

– Chief Commercial Officer

“It is just outstanding work”​

– Country CEO

Results

• £1m annual cost saving benefit identified 
• Opportunity to digitally serve an additional 1m customers per year identified
• Implementation roadmap defined with a projected ROI of 300% across three years​