The business planned to transform the end user experience for all contact centres as part of their overall transformation.
STAR Stories Indi
Change management for multiple tech changes – Insurance
The business needed to upgrade their Windows OS at the same time as reshaping customer processes through customer led design and introducing automation for some tasks.
Change management for core platform upgrade – Retail
The business needed to upgrade its core customer platform
Change management for core platform upgrade – Insurance
The business needed to upgrade their core platform – the previous upgrade had happened 15+ years ago.
Changing culture ready for business transformation – Insurance
The business did not have a communication, engagement and culture strategy. They were starting a period of transformation.
Communication and integration for acquisitions – Retail
The business had an acquisition programme to buy new stores and integrate them.
Protecting internal and external reputation for divestment and separation
The business needed to divest one of the customer facing segments. This was during a period of turbulent change and internal / external scrutiny.
Communicating for business reintegration – Banking
The business needed to reintegrate with the parent company, having started a journey to divestment.
Communication and culture change for separation and rebrand – Retail Healthcare
The business had been acquired and needed to rebrand and separate from the former owners. This was a high street brand that needed to rebrand and maintain its connection to customers. They also needed to set a new culture for colleagues.
A non compliant insurance renewal process brought up to date
A leading UK general insurance brand had realised that they not been sending out policy terms and conditions in line with regulatory processes and procedures at renewal for certain commercial insurance products. This was primarily down to a lack of governance and understanding of how existing customers were being dealt with at the time of...
