Behind some of the biggest names in insurance sits Slater Gordon Solutions Motor (SGSM). SGSM provides full claims management solutions to insurance brokers, motor insurers, motor dealerships and bodyshops.
Advisors were unaware of the impact they had on the customer experience and the business didn’t know how customers were really feeling.
SGSM implemented Bright initially to do a baseline survey over two weeks before rolling it out across the business. Advisors have access to their individual scores and team leaders can build relevant coaching sessions quickly based on individual performance.
- Within one-month CSAT improved by 9% and customer effort rose by 6%.
- After six months NPS had increased by 15.5 points.
- Evidence shared with a car hire partner was used to increase NPS for that partner from 55.3 to 71.1 within one month.
Case Study: Co-op turn conversations into insights
The Co-op was on a journey to build on valued relationships with customers and members and turn their one million plus customer conversations into insights.
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.
Case Study: loveholidays uses Twilio Flex to Improve Agent Productivity by 20%
For over four months, travel agencies like loveholidays have been forced to refocus their customer service agents from bookings onto cancellations.
Blog: How psychological safety (and Aristotle) can help you beat the competition
CX Educator Sandra Thompson talks psychological safety and how it could help your teams operate on a whole new level.
Blog: Walking in your employees’ shoes (at 35,000 feet)
Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.
Blog: What makes a great customer experience?
Psst! These are our five key tips to transform your customer experience into something absolutely smashing. Just don’t tell your competitors!
Case Study: How BGL Group extended self-service capabilities to phone with AI
DVELP’s call-centre AI solution helped BGL Group to better understand customer intentions and provide self-service through the voice channel
White Paper: Does Brexit mean CXit?
2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.
Blog: Service design: breaking the rules of customer contact centres
Mark Adams, Member Services Director at Pure Planet, discusses how service design contributes to the experience you want to deliver to your teams, customers and members.
Podcast: Season 2: The CX Chat with Matt and Simon
A weekly podcast on all things Customer Experience (CX).
Blog: How to build a better bot faster with Dialogflow CX
You may have heard there’s a new kid on the block. At Google Next 2020, Google Cloud have introduced “Dialogflow […]
Podcast: A paradigm shift is on the horizon for Contact Centres
In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins the pod booth to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were