A large retailer with numerous customer touchpoints across business areas and channels was measuring customer experience in different ways with different suppliers. They wanted to consolidate their approach and use a single supplier across the business.
Existing programs, suppliers, trends and approaches were embedded across the business and transitioning each business area was a significant undertaking. The importance and urgency of the project was understood by all stakeholders, but the insight team did not have the required time to invest in planning and executing the consolidation.
How We Solved It
GBS was brought in to bridge the resource gap, taking on the project management, coordination, supplier communication, legal aspects and data security protocols. By immersing ourselves in the client’s business, we were able to gain a comprehensive understanding of stakeholder needs and earn the necessary credibility to influence the changes required to successfully implement a project of this magnitude.
Across the business there is now a single supplier and a consistent, enhanced approach to measuring CX. The project was completed in 5 months and delivered smoothly with minimal disruption to reporting of key KPIs.
Area of Expertise
- Customer Experience (CX) programmes
- Stakeholder engagement and influence
- Autonomous project management
- CX partner collaboration