by Pete Cansdale | Feb 8, 2018 | Case Studies |
The challenge: We worked in partnership with the Quality Team of this leading media organisation over three years. During that time, they revolutionised their approach to coaching and quality monitoring, changing the role of the Quality Team from checking and...
by Pete Cansdale | Feb 7, 2018 | Case Studies |
The challenge: A leading water company was facing the challenge of establishing itself within the new world of competitive supply to business customers. With many operational and system requirements to deal with, they also set out a vision to deliver world-class...
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...
