Addison Lee – The Heart of Customer Feedback

Blog: To save the high street, retailers need to rethink their approach to customer experience

The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).

Blog: What is customer experience?

Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.

Blog: What is a customer experience strategy?

A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.

White Paper: Transitioning to AI-enabled customer journeys

How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.

View white paper

Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world

So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.

Case Study: HomeServe – Speech Analytics Business Improvements Story

In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.

View video

Case Study: LV= Workforce Management Strategic Planning Story

LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.

View video

Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS

Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.

View case study

Case Study: LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies

The LV= GI vision is to be Britain’s Best Loved, so providing award-winning service to its five million plus customers is critical to achieving the company goal.

View case study

Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level

Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.

View case study

Blog: Closing the loop – the missing piece in the Voice of the Customer puzzle

How up to 11% of customer churn can be prevented by simple, structured outreach programmes

Blog: Brilliant Customer Experiences – everywhere, every time

Showcasing CX Innovation at DISRUPT CX 2019 Singapore