Cost Use Case – CX Operating Model

30th January 2021

Every business is under pressure to reduce the costs of customer service. But too often, organisations aren’t sure where to start. Focus on a single process or channel, and you may miss the bigger picture. 

At Davies Consulting, we take a different approach. We examine the way customers interact with you across all your channels to understand where you’re incurring costs – and where you could drive efficiencies.  

Sometimes that will be addressing specific customer journeys using self-service or automation. At other times, it might mean rethinking your structure or decision-making model. Whatever the recommendations, you’ll have a clearer understanding of how you could streamline your operations to drive savings and improve the CX. 


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