See the full Case Study

The merger of O2 and Three succeeded by building a strong values-based culture. People are empowered to take the initiative in delivering great customer outcomes. Real-time planning, for instance, has taken on a new dimension. Fresh sources of insight, visual dashboards and automated alerts mean that the team can take the initiative and pinpoint the cause of issues. They now apply robust incident management, power continuous improvement and connect people across the business, with creative use of social media. Overall there’s been a huge impact on customer and colleague engagement, with sales through service up €27m and €1.1m efficiencies. Above all it is a great place to work. People feel really valued; they are totally bought into delivering a great customer experience.