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.
 

How Omni-Channel Transforms Customer Experience In Retail At Clarks

Published on 17 June 2019

How Omni-Channel Transforms Customer Experience In Retail At Clarks

Virtual Site Visit, 17th June 13:00

Your chance to meet our Innovation & Transformation finalists, Clarks, who are offering new channels to deliver a consistent high level of service however their customers choose to contact them.  

How omni-channel transforms customer experience in retail at Clarks

See how social media, CAI the Chatbot and a new digital platform are empowering advisors, delivering a dramatic improvement in customer satisfaction and future-proofing this 200-year old brand.

Summary 
The digital team, and their technology partner Cirrus, have been a catalyst for radical changes at Clarks Shoes over the past 18 months. This has been transformational for both colleagues and customers – and opens up the brand in new ways to their global market. CAI, the chatbot, now takes 70% of incoming contact, half of them out of hours, resolving three quarters, with an 83% satisfaction rating. Fourteen systems have been combined into a unified desktop for advisors and data is captured across every touchpoint. As a result, the business can now listen to what customers want and colleagues feel they have a hand in owning the customer journey. Customer experience is handled in a measured way end-to-end, with a massive uplift in their independent Trust Pilot rating to 8.6 (Excellent). It’s a demonstration of how true supplier partnerships can power change in a receptive business. 

Results 

  • Trust Pilot rating up from 2.5 (Very Poor) to 8.6 (Excellent) in just 12 months 
  • Staff attrition down 60% 
  • Answer rate up 6% points 
  • One consolidated customer inbox 
  • Advisor utilisation up 17% 

This nomination is of interest to anybody interested in social media, webchat or delivering a consistent resolution at first point of contact across an omnichannel customer offering. It is also of interest to anybody looking to review their customer systems and strategy.

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 team: 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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