We provide market leading Customer Experience (CX) propositions to tackle our client’s
most pressing challenges. Our differentiation comes from a unique combination of
advisory expertise, research acumen and our proprietary KX:model
We conducted the world’s largest telco acquisition and retention study on behalf of a global network provider
A global network provider wanted to identify the most significant drivers for churn and reasons for choosing a mobile operator
We helped a large insurance provider measure the gap between their customers’ experience and expectations across multiple journeys
The insurance provider wanted to understand whether they were delivering on their customers’ expectations and where there might be room for improvement
We helped one of the UK’s largest private healthcare providers to reinvent their customer strategy
One of the UK’s largest private healthcare companies wanted to understand the attitudes and behaviours of specific customer segments in order to reframe their customer strategy
We helped a multi-national insurance provider automate the analysis and reporting of their customer experience tracker survey
An insurance provider wanted to automate the analysis and output delivery of their ongoing customer experience tracker survey to ensure that critical insights were not lost in the noise
We assisted a leading UK telco company in improving customer experience and loyalty
A leading telco company wanted to develop a better understanding of their position within the UK quad-play space
We supported a large global bank in identifying and shaping the optimal mobile customer experience, helping them reach their growth objectives
The world’s second largest issuer wanted to shift customers engagement from branch to mobile, announcing an ambitious target for increased mobile-app use by 2020
What does 2019 have in store? Hover over our predictions to see more!
The highs and lows of emotional engagement...
Clarity, transparency and the voice of the customer...
Behind the scenes, retailers have been working tirelessly in a bid to win big this Christmas
Solna is on a mission to empower a generation of entrepreneurs to turn their passions into profit
The role of employees in customer experience and the impact of employee engagement programmes
How an empathic yet negative reply from an online grocery farm made me think of Emotional Intelligence and has increased my perception of a company’s brand
Will an increasing reliance on measurement call time on NPS?
In November 2018, the FCA introduced new requirements for banks...