Customer Experience (CX) and Service Quality

Our focus is on delivering measurable service quality improvement and a superior Customer Experience (CX) by reviewing all critical client touch points and delivering CX/User Experience (UX) Optimisation projects.

These include optimising processes to reinvest the time saved into quality control and customer-facing initiatives, resulting in a measurable 8% reduction in claims processing errors.

We drive efficiency by analysing CX and UX metrics to generate actionable insights for digital service design and conversion tracking, improving key CX metrics (NPS, CSAT, FCR) using ergonomic UX tools.

We also manage high-volume, high-risk client cycles, such as the annual invoicing for 1 million clients, where a meticulously organised retention strategy successfully recovered a portion of lapsing clients and directly protected revenue.