A media client intends to announce the sale of one of their businesses.
Engaging employees in a refreshed business brand
Following internal and external research our Investment Management client was refreshing its brand to act as a business driver and catalyst for change.
Launching a new employee digital workplace
The 20,000 financial services employees across the global client locations were finding it hard and time-consuming to get things done. They were having to log-on to multiple systems and platforms to access the tools they needed to do their jobs, resulting in multiple passwords and mouse clicks.
Innovation Unleashed: Developing a Standardised Innovation Framework for a Global Managed Services Company
A rapidly growing global managed services company was overflowing with ideas for new products, services, alliances, and routes to market. However, the business lacked a centralised or standardised framework for harnessing these ideas and for evaluating, prioritising, developing, and launching them in a consistent manner.
Transforming Retail through Technology Innovation: Empowering Flexible Products and Regulatory Compliance
A top 10 UK clothing and footwear digital retailer with a Home proposition sought to revolutionize their credit platform and explore the possibility of building their own. Their existing credit business was not aligned with market standards and faced regulatory challenges, particularly regarding 28-day statement cycles. Additionally, the client aimed to deliver a credit proposition...
Creation of Category Strategy for Specialist Medical Device Services
Sterilisation services had been in place since the inception of the medical device product and had not been market tested. The initial agreement was agreed when the medical device was first introduced to the market and it was unknown whether the level of service or pricing was still competitive in the market or if there...
Effective outsourcing / offshoring
Woven Solutions is a boutique business process outsourcer (BPO) servicing over 800 clients from 4 UK & 2 overseas locations. They had acquired a specialist overseas organisation and so wanted to take advantage of these skills across the group and gain the benefits of offshoring. The key to successful outsourcing of any kind is to...
Review of contact operating model
The Body Shop want to be best in class across all markets in which they operate. They want to offer a service that surprises and delights customers and wanted to create a plan specifically around the contact model that achieves this ambition through their outsourced partner.
From ‘Post Purchase’ to ‘Entire Journey’ Focus
To review Studio’s ways of working, metrics and operational design to set out where priority changes were required, what needed to change, and deliver this into the business to support CX improvement. CX/CS were seen as interchangeable terms – Delineating the difference between them was key to ensuring colleagues at all levels & roles understood...
Created a customer centric business plan
Customer expectations are changing & fast – SGN want service to be responsive and personalised. Channels of choice differ depending on the reason for contact but the underlying requirement is to make it easy. If service is not up to standard, customers are likely to turn to social media and voice their displeasure.
