by Martin | Apr 21, 2016 | Case Studies |
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...
by Martin | Apr 21, 2016 | Case Studies |
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...
