Stuart Dunbabin

Your personalised report

Produced on October 2, 2017 exclusively for


Industry: Retail & E-Commerce

Shoppers expect seamless service at every stage, so it's essential that they can get in touch when it suits them - and on their chosen channels. They want to get product links through webchat and seek help via Twitter, not sit on the phone. Omni-channel service seems like a daunting challenge, but an experienced partner can make the transformation simple - and even reduce costs at the same time.

Your Business Priorities

Identifying your business priorities is the first step to identifying areas of improvement that will benefit both your brand and your customers. Whether these involve customer experience directly or not, they can all drive positive transformation.

Once you have found the areas where you can make a change, it's time to consider how they will apply to your brand and the differences they could make to your customers. Do you need to transform to get to where you want to be?

Your Outsourced Services

Outsourcing is no longer just a cost saver - now it is a quality driver, empowering brands to reduce outgoings by streamlining service to shape customer experiences around their preferences as well as your business needs.

Whether you already outsource services, or want to start doing so, it's important to remember that the right outsourcing relationship is always a partnership; one where everyone is equally invested in success.

Integrate Your Solutions

Capable solution design and integration means taking an engineered approach - tailoring suggestions and plans for improvement specifically to every brand, rather than taking a "one-size-fits-all" approach.


Digital customer contact

Digital contact allows retailers to shop with their customers, using apps, beacons and online and mobile chat apps. By opening up easy options to stay in touch, you can drive customer loyalty and encourage them to spend more with you.

Contact Centre Services

Brands looking to meet current customer expectations need to treat digital contact channels as a priority. In order to succeed it is now essential to expand contact centres, adding digital service to transform them into customer experience hubs.

Finding the right solutions means investing in expert help; ideally a team that takes a scientific approach. Using the right tools to find the answers your business needs will save a lot of time, energy and trial and error in the future.

Industry Insights

Industry research has demonstrated the advantages of taking a forward-thinking, digital approach, making the most of new technologies as opportunities to efficiently improve the customer and client experience.

At the moment, there is tremendous potential for service transformation to align with changing customer expectations - and they aren't going to stop changing any time soon, so that improvement must leave room for you to keep evolving.


Every brand is different; but the common reality is that a customer-oriented, digitally-focused approach can drive real improvement for clients, customers and teams. Drastic changes are coming in the way that we engage with customers, and how they advocate for us. With that in mind, it's worth considering new options - like digital contact or AI - to explore how they can benefit your business.