Your chance to visit our Innovation & Transformation finalists, The Very Group, who put their Customer Closeness Centre at the heart of the business
Customer closeness & the ‘advisor of the future’ at The Very Group
See how end-to-end customer journey improvements worth half a million pounds have been delivered within a year, driven by advisors in the model office, using agile transformation methods.
Located at The Very Group’s HQ, the Customer Closeness Centre (CCC) combines model office principles with agile methodology to detect, explore and fix problems, applying a ‘fail fast’ approach to test solutions, before implementing across the contact centres. Here, a specially-supported team of 14 Customer Experience Experts, hand-picked to challenge the status quo, rotate fortnightly between two complementary roles. In the Customer Zone, they handle the digital retailer’s calls/webchat at an exceptional performance level, share insight, and help model how the ‘advisor of the future’ might look. In the Agile Zone, a three-stage process goes from root cause through solution-build to implementation. In just 28 sprints, this approach has identified £2m+ in potential savings, driving £550k in benefits to date in areas including knowledge management and automation.
- £550k benefit delivered in first year
- A further £500k pipeline of initiatives currently underway
- £2m+ in opportunities identified since inception
- Aspirational customer outcome metrics, at +60 TNPS and 77% FCR.
Whether in strategy, quality, insight or planning, this story is for you if you want to explore agile improvement or understand how to develop our 'advisors of the future'. They are also entering the supplier/client awards with WebHelp.
13:00 Introductions: Forum introduction and a quick introduction from everybody present
13:15 Finalist Story: The finalist shares their story in a presentation
13:45 Meet the stakeholders: Speak to those involved about how they have delivered
14:45 Networking & Discussion: A chance for delegates to reflect and seek advice from the finalists
15:45 Takeaways & Next Steps: What have you taken from this session? What will you do differently?
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