See the full Case Study, Presentation slides and Video
Learn how EE became a greatly improved mobile provider, with customers’ propensity to contact dropping 88% & complaints 40%. Customer NPS is up 21 points. The simplicity of the strategy was key and the new operating model, established by the Strategy & Planning team after EE brought together Orange & T-Mobile brands in the UK, also raised employee satisfaction (eNPS) to 46 points. It’s massive for frontline teams. Among 38 major IT changes were: Knowledge Management, Analytics, WFM & a Single Routing Platform. Cost per customer dropped 18%, with 14m fewer calls in a year work was brought back on-shore at no additional cost. These changes involved clear ownership & collaboration across the business, with amazingly granular insight on contact reasons that enabled faster decision making. Progress is tracked weekly, linked to reward.
Who should read or watch this case study? This huge transformation within EE has something for everyone - whether you are in the Planning, Insight, Quality or Customer Experience teams or a business leader and innovator.