UK Insurance Company - Delivering improved customer experience leading to reduced complaint volumes and increased customer satisfaction. Working on a programme to improve customer retention – initially mapping customer journeys to better understand where customer experience improvements could be made and quantifying the outcomes in terms of improved commercial results.

UK Challenger Bank - Working with a UK challenger bank to establish operating environments focused on improving CX and business performance. This included reviewing customer processes, developing structural and operational CX focus, identifying imperatives and drivers for CX focus and helping to build business cases and cost/benefit analyses to support CX investment.

Major Public Sector Infrastructure Owner - The central services was undergoing change in the way it provided services to internal customers. Working with the leadership team, the organisations change capability was determined and barriers to change identified. The requirements necessary to deliver the required change were then determined. 

UK Charity - Working with a major UK charity to process map its recruitment, onboarding and employee management processes, with a brief to improve the service provided to employees and the efficiency of internal processes. Detailed process maps pinpointed precisely where improvements were required to deliver both efficiency and employee experience. The approach was replicated for the 10 processes considered to be most critical in the organisation.

Major UK Bank – Whilst having double digit market share, the Bank had seen negligible stock and market share growth and, in some markets, had experienced shrinkage. Its focus, governance and reward structures had been predominantly aligned to generating new sales. By focusing on CX, we improved customer retention and increased customer engagement leading to significant stock growth and performance improvement. 

Global Insurance Company – By developing segmentation methodologies and approaches to improve responsiveness to acquisition campaigns and reduce churn, we developed a competitive advantage in the US for the provision of annuity products through affinity partners and networks.

Major UK Bank – We provided step change improvements in call centre operations through improving customer facing processes to achieve correct customer outcomes. We delivered significant culture change through changing management mind sets, changing measurement and reward processes by focusing on process improvements to drive both efficiency and improved CX.

US Insurer – Working with a the European Division of a Fortune 1000 listed American insurer on a proposition development and market analysis project for one of its products. The work included developing a marketing approach, identifying key sales messages and developing engagement strategies for targeted client providers.

UK Government Funded Charity – The organisation was seeking greater clarity of the objectives and functional efficiency for its management. The deliverable was a series of workshops focused on providing management with the tools and the insights to enable them to perform more effectively.