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Latest: Case Studies
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Increasing Bupa’s call handling capacity and improving…
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Automating Assurance - Helping a client automate…
Insight & Analytics, Utilities -
Driving net promoter scores with auto quality…
Insight & Analytics -
Targeting risky agents - Helping a client…
Insight & Analytics
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Automating assurance for VitalityHealth - Helping an…
Healthcare -
Using analytics for a world-class customer service…
Insight & Analytics -
Improving data strategy at a major retailer
Insight & Analytics, Retail -
Eliminating unnecessary contact at a leading Canadian…
Insight & Analytics, Insurance
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Supporting the Transition Back In-House
Outsourcing Advisory, Media -
Procurement of a New Solution to Integrate…
CX Operating Model, Charity -
Customer Engagement Consulting for Manulife
CX Operating Model, Financial Services -
Using Analytics to Drive Operational Efficiency
Insight & Analytics, Insurance
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Using Analytics to Understand and Improve Compliance…
Insight & Analytics, Insurance -
Using Analytics to Improve Customer Retention
Insight & Analytics, Healthcare -
Using Analytics to Identify Online Failure Demand…
Insight & Analytics, Financial Services -
Using Analytics to Determine a Quality Interaction
Insight & Analytics, Healthcare
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The Power of Combined Interaction Analytics and…
Insight & Analytics, Retail -
First Time Outsourcing Within Your Business
Outsourcing Advisory, Media -
Streamlining Travel Claims Handling
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Turning Data into Insight that Drove a…
Insight & Analytics, Insurance
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Setting the Outsourcing Strategy for a New…
Outsourcing Advisory, Media -
Getting the Outsourcing Requirements Right
Outsourcing Advisory, Insurance -
BBC: Delivering One of the UK's Largest…
Outsourcing Advisory, Public Sector -
Comparing the Costs and Models for Effective…
Outsourcing Advisory, Retail
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Benchmarking for Best Value - Part 2
Outsourcing Advisory, Retail -
Benchmarking for the Best Value - Part…
Outsourcing Advisory, Retail -
Looking Beyond Home Working
CX Operating Model, Professional Services -
Designing a Flexible Goal Service Model for…
CX Operating Model, Utilities
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Helping a Global Retailer Ready Itself for…
CX Operating Model, Retail -
Evolve Your Operating Model to Reduce Costs
CX Operating Model, Insurance -
Focusing Sales Efforts with Intelligent Automation
Intelligent Automation -
Understanding Whether Goodwill Payments Deliver a Return…
Insight & Analytics
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Voice of the Customer Text and Sentiment…
Insight & Analytics -
Using Analytics to Understand and Improve Compliance…
Insight & Analytics, Insurance -
Using Analytics to Automate Quality Monitoring and…
Solution, Insight & Analytics, Industry, Financial Services, Insurance -
Transforming Reporting at a Major Retailer
Insight & Analytics, Retail
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Supporting Transition to a New Regulatory Statement
Insight & Analytics, Insurance -
Speech Analytics for Manulife
Insight & Analytics, Financial Services -
Showing the Importance of Retention Effort at…
Insight & Analytics, Healthcare -
The Power of Combined Interaction Analytics and…
Insight & Analytics, Retail
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Implementing Self-Service to Improve Global CX
Digital CX & Technology, Retail -
Supporting the Implementation of a New Service…
Digital CX & Technology, Public Sector -
Supporting the Transition Back In-House
Outsourcing Advisory, Public Sector -
First Time Outsourcing for Your Business -…
Outsourcing Advisory, Public Sector
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First Time Outsourcing within Your Business -…
Outsourcing Advisory, Media -
Helping an Established Business Change Direction
Outsourcing Advisory, Media -
Automating Quality & Compliance Monitoring
Intelligent Automation, Insurance -
Doubling the Value of Data
Insight & Analytics, Retail
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Increasing Sales Through Service by £500k in…
Insight & Analytics -
Getting it Right the First Time for…
Insight & Analytics, Insurance -
Finding the Root Cause of a Rise…
Insight & Analytics, Retail -
Delivering Annualised Savings of £1.6 Million through…
Insight & Analytics, Insurance
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Delivering a 21 Point NPS Increase in…
Insight & Analytics -
Defining Quality – Then Monitoring It
Insight & Analytics, Insurance -
Cutting to the Chase for an International…
Insight & Analytics, Retail -
Accelerating UK Insurer’s Back-Office Processes with RPA
Insight & Analytics, Insurance
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Process Automation Assessment for an NHS Organisation
Intelligent Automation, Public Sector -
Substantial Savings Through Automating Reconciliation
Intelligent Automation, Professional Services -
Building A More Consistent Digital Customer Experience
Intelligent Automation, Insurance -
Using automation to improve response times for…
Intelligent Automation, Public Sector
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Streamlining Travel Claims Handling
Intelligent Automation, Insurance -
Using Automation to Accelerate Policy Changes and Renewals
Intelligent Automation -
Introducing Natural Language IVR in a Major…
Insight & Analytics, Retail -
Supporting Evaluation to Two Parallel Procurement Projects
Digital CX & Technology, Retail
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Standardising the Global Customer Experience
Digital CX & Technology -
From Compliance to Coaching to Customer Experience
Digital CX & Technology, Insurance -
Using analytics to transform contact centre performance…
Insight & Analytics -
Finding More Answers in Analytics
Digital CX & Technology, Insurance
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Informing Future Strategy for a Leading Online…
Digital CX & Technology, Hospitality -
Identifying the Technology to Support Future Growth
Digital CX & Technology, Utilities -
Comparing the Costs and Models for Effective…
Outsourcing Advisory, Retail -
Helping a Global Retailer Ready Itself for…
CX Operating Model, Retail
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Delivering Annualised Savings of £1.6 Million through…
Insight & Analytics, Insurance -
Simba ‘Sales Through Webchat’ Programme
Insight & Analytics, Retail -
Process Automation Assessment for an NHS Organisation
Intelligent Automation, Public Sector -
Supporting Transition to a New Regulatory Statement
Insight & Analytics, Insurance
