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Transforming customer experience for complaints

Transforming customer experience for complaints

by Martin | Apr 21, 2016 | Case Studies | 0 comments

The challenge: A major credit card provider with a very large complaint handling team wanted to change the customer experience they delivered through their complaints process. They had a strong reliance on standard wording and written responses, which was very...
Revitalising and rebalancing quality auditing and coaching

Revitalising and rebalancing quality auditing and coaching

by Martin | Apr 21, 2016 | Case Studies | 0 comments

The challenge: A leading financial services company was strongly focussed on compliance and internal process adherence. They recognised they had developed a narrow view of customer experience in their operational areas – focussing on elements that were essential...
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