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Data and Analytics

Unlock the power of your data to enable better decision making and improved business performance

From data strategy and data management through to prescriptive and predictive analytics to help you understand your customers and operations, turning data into actionable insight.

Visualise your performance

Whether you’re optimising a distribution centre, a customer operation or a marketing strategy, being able to see your key metrics at a glance enables you to identify and resolve any issues rapidly, and uncover new insights and opportunities

 

Make more informed decisions

Data analysis reduces guesswork, insight eliminates it. By understanding what has happened and through root cause analytics why it has happened, you can base your decisions on facts – ensuring they are more likely to be effective 

Understand your customer better

Statistical algorithms give you the ability to understand, segment and predict your customer behaviours and opinions at individual level, helping you to improve service and sales

Ensure investment is more targeted

Prepare for the future, clearly identifying areas of high-value and model the impact of key investment decisions

 
 

Services

Managing Costs

Demand forecasting
Narrow the gap between expected demand and actual demand to avoid the pitfalls of over- and under-resourcing 

Customer Demand Analytics
Uncover and quantify the drivers of demand that can only be detected when multiple data sources are brought together, so you can create a permanent shift in non-value-add contact

Customer Journey Analytics
Create a true end to end vide of how your customer are interacting with you – with no blind spots – so you can make sound product and service decisions using all the facts

Improving Customer Value

Customer value management
Predict what individual customers do next, so you can deliver personalised services and offers to reduce dissatisfaction and churn, and grow share of wallet and loyalty 

Optimising Customer Experience

Social listening
Turn the noise of social media into the clear voice of your customers and prospects, to give you the clues you need to win and retain business 

Voice of the customer
Interpret conversation topics, sentiment and emotion of those customers who provide you with feedback – and even those who don’t – so you can target your resources to tackle emerging issues and intervene to resolve customer issues in the moment

Root cause analysis
Identify the hidden drivers of performance, so you can move beyond assumption and develop transformation plans with knowledge of how your efforts will move the dial

Underpinned by

Data management
Efficient and automated processing of data to support reporting and analytics, freeing up valuable time to derive insight and action, rather than wasting people effort on collation and manipulation of data

Operational dashboards
Present data in compelling, interactive visualisations, so your teams can self-serve insight and solve problems in real time 

Unstructured data analysis
Detect small signals from the millions of words your customers and prospects are uttering every day, to better understand their needs 

Predictive analytics
Leverage historic and current customer data to enable more accurate predictions of customer behaviour 

Intelligent performance management
Use a data-driven approach to achieve outstanding operations. By revealing drivers of dissatisfaction you can provide your team with personalised coaching and metrics to motivate customer service success. Find out more about Achieve.

 

 

 

Our experts

Chris Bryson
Managing Director | Global Analytics
Find out more
Matthieu Caron
Head of Consulting & Analytics | France
Significant lea…
Find out more
 
 

Actionable by design

Our team understand that the real value of data lies in insight and actionable recommendations. Our approach ensures accessibility for colleagues at all levels, delivering on our firm belief that colleagues shouldn’t require a data science degree to understand and take control of performance.

With deep technical expertise across multiple sectors and experience managing stringent regulatory environments, we’re able to deliver at pace and with confidence, breaking down barriers to understand and improve performance.

 

Revealing an airline’s hidden problems

A major airline wanted to find ways to serve their customers better and more cost effectively, but needed help to know where to start.

We created a demand management dashboard which highlighted for the key processes that were driving channel switching and high-cost repeat contact.

 

“The insight surfaced by the team has not only driven rapid and significant cost reduction, it’s also enabled us to deliver far better service to our customers”

Global Head of Change for Operations

£100k+ saved in operational costs by reducing handling time and repeat contact

£1m+ saved by changing policies to avoid abuse of process

Fewer customers forced to make multiple enquiries during a difficult experience

 

歡迎洽談

 

 

 

我們的精闢看法

Past Event
The Future of Service: How to achieve peak performance using data and technology 

We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.

Find Out More
Insight
The Future of Service Forum: How to achieve peak performance using data and technology 

We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic.

Find Out More
Insight
Buy Now Pay Later – fintechs and the customer journey-led transformation opportunity

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. 

Find Out More

The Future of Service Forum

The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

Explore the Forum
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OX4 2HU

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