Helping you connect with your customers and deliver amazing experiences
Putting a smile on your customers’ faces doesn’t have to be complex and costly. Applying our deep heritage in customer experience and multi-industry expertise, we can help simplify your communications, reduce complaints by up to 68% and boost your NPS score by 50 points.
We’ll make sure we understand your needs and priorities before designing and building intuitive, empathetic customer journeys, delivering transformed experiences with unparalled expertise. We underpin our approach with human-centred technology, using data and insights to spot opportunities and refine processes, predicting customer behaviour with advanced artificial intelligence (AI) and analytics.
Above all, by blending our delivery excellence in flexible, omni-channel access with empathetic responses, we help you connect with your customers, raising not just your sales but that all-important smile.
Personalised customer experience score for our client, Southern Water
Reduction in complaints for Southern Water since 2015
How much we increased the overall NPS score for one of our life and pensions clients
How quickly we stood up a 100% remote contact centre in 2020, with 1,200 agents
Leading the future of customer experience (CX) with Ipsos
How we transform customer experience
1. Consulting to understand your business aims
We start with a consultative diagnostic to understand your business and goals, whether to reduce cost-to-serve, increase productivity and growth, or to improve your NPS score and customer retention.
Our experience experts and Lean Six Sigma practitioners identify areas for improvement with future-focused, industry-specific proposals, mapped to critical ‘life moments’ for personalised, meaningful customer experiences. These focus on human-centred design, leadership culture change and team training to ensure sustainable change.
2. Designing customer journeys to support your goals
We design and create strategic end-to-end journey transformation across all channels, applying our range of services and expertise to build, evaluate and continuously improve operating models.
We introduce technologies such as AI, real-time speech and automation to improve services and efficiency. We transform and optimise digital touchpoints such as apps and websites, maximising sales, data capture and engagement. We also offer cyber security expertise to manage data, preventing theft and regulatory fines.
3. Transforming experiences with talent and innovation
We combine talented, dedicated people with the latest technology, collaborating with our innovative strategic partners to provide intuitive, agile solutions which adapt to evolving business needs.
Using data and insight to ensure better outcomes, we deliver those digital experiences and operational enhancements. We anticipate and plan for the future with a tailored, agile approach, whether we’re training your people to provide a better service or delivering this via our expert agents as an outsourced model.
Where we’re transforming experiences: case studies
Making Southern Water customers’ lives easier
We’re simplifying and personalising experiences so Southern Water customers are happier and more able to self-serve online.
Freeing the RSPCA to focus on protecting animals
Find out how we’re working with the RSPCA to transform efficiency and customer service in their National Control Centre.