Standardising the Global Customer Experience

  • Identified potential partners for in-house review 

  • Technology solutions for complex needs 

Whether you need input on technology strategy or focused help to procure or implement a solution, our expert team can help.

How technology solutions can improve the quality of your customer experience

Overview

At Davies, our expert team can help you take a systematic approach to selecting and procuring new solutions, maintaining a constant focus on your business need from initial requirements analysis through market engagement to determining delivery models. We can also manage the procurement exercise for you.

The Situation

A global travel platform was increasingly conscious of the different experiences customers were having across its sites and markets. They wanted to ensure a high-quality experience, both when customers interact via the contact centre and using digital-assisted self-service. But crucially, it also recognised the need to allow its various brands to evolve at their own pace.

Our Approach

We were asked to help our client find technology solutions that met their complex needs across multiple sites and markets. We began by defining the specific requirements, working with multiple teams across the group to understand what they wanted from the technology. We then identified a long list of potential partners that the in-house team could review, before moving into a major procurement exercise.

Return on Investment

With the specification tightly defined, we supported the company throughout the procurement process, which adhered to its complex schedule and resulted in the appointment of a partner.

Whether you need input on technology strategy or focused help to procure or implement a solution, our expert team can help. Contact us today.

Sean Keane

Consulting Director

Sean.Keane@davies-group.com 

Michael Anderson

Vice President – US/Canada

michael.anderson@davies-group.com  

 

 

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