The starting point was a review of the existing programme to create an evolution roadmap for the following year. The review was designed to be agile and started with a focus on the billing and debt recovery journeys before moving on to evolve all customer journeys and touchpoints.

Evolution focused on:

Raising response rates and focusing the insight

Reducing the amount of manual input required to highlight the insight

Putting in place effective and timely ways to share insight and actions across teams

Systems integration to capture and share real-time feedback

Revamped automated and a bespoke dashboard

Alignment of closed loop feedback to the business hierarchy

We identified the right functional and emotional aspects to measure what impact they would have on CX

Creating a service transformation roadmap with initiatives prioritised on their impact

Successfully moving passive consumers to advocates

Re-design of the billing journey to significantly enhance understanding

Evolution and expansion the voice of the customer programme to include all journey touchpoints and channels