Making it more personal for great customer experiences
We're known for designing outstanding customer journeys. But the value we can add to our clients by analysing your customer behaviours and maximising its benefit to the business goes far deeper.
Fully understanding a customer’s journey is the first step to making that journey better and easier. You need to know how your customers will interact with you when they join, use, leave and complain about you. We consider the journey holistically and help you transform your customers' experiences.
For clients such as M&S, this degree of deep insight has meant boosting Agent Net Promoter Scores by 18% and reducing the Contact to Order ratio by more than 30%. For O2, personalisation has helped retain those customers who were ‘likely to churn’ and increase the upsell revenue by more than 40%.
But perhaps most importantly, behind the smart analysis and technology, we have astute, empathetic agents who will proactively put it to the best use – for your customer and your organisation.