Best Practice Events & Site Visits

We facilitate site visits and best practice days, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges. 

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Due to the current situation, we are turning our Best Practice Site visits into a virtual experience. More information is available on each visit below. Just click on Read More.
 

Customer Closeness & The ‘Advisor Of The Future’ At The Very Group

Published on 08 July 2019

Customer Closeness & The ‘Advisor Of The Future’ At The Very Group

Virtual Site Visit, 8th July 13:00

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. 

Summary
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. 

Key Results

  • £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.

Outline Agenda

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 

14:30   Break

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?

16:00   Close

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team


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