Customer Experience and self-services usage improvement

Goal

To understand the customer service experience and improve it fostering brand loyalty along the relationship process.
To make it easier to promote loyalty at first sight, increasing customer satisfaction during the experience in the service.

Goal

To understand the customer service experience and improve it fostering brand loyalty along the relationship process.
To make it easier to promote loyalty at first sight, increasing customer satisfaction during the experience in the service.

Strategy

Use of Design Thinking to integrate the user’s need, business value, and ability to propose Solutions.
Human-centered approach to bringing different perspectives together and achieving a holistic approach to the problem.

Strategy

Use of Design Thinking to integrate the user’s need, business value, and ability to propose Solutions.
Human-centered approach to bringing different perspectives together and achieving a holistic approach to the problem.

Highlights

Quick prototyping for testing and learning.
11 interviews with consumers, 9 with employees, and 16 hours of operational listening.
32 ideas on how to improve the customer experience.
50 quantitative deep research.

Highlights

Quick prototyping for testing and learning.
11 interviews with consumers, 9 with employees, and 16 hours of operational listening.
32 ideas on how to improve the customer experience.
50 quantitative deep research.

Results

7pp increase in customer selfservice options’ usage.
Automation level from 82% to 89%.
Callback reduction and increased consumer satisfaction.

Results

7pp increase in customer selfservice options’ usage.
Automation level from 82% to 89%.
Callback reduction and increased consumer satisfaction.

Enhancing HR processes with AI/Cognitive

Case Securitas

Credit factory

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Customer Experience and self-services usage improvement

Goal

Goal

Strategy

Strategy

Highlights

Highlights

Results

Results

Cases

Enhancing HR processes with AI/Cognitive

Case Securitas

Credit factory