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Customer Journeys
Customer Experience

Review of Customer Journeys & Technology

Developing a clear view of what good CX for SCS looks like, and what is required to achieve it.

SCS shifted their ways of working during Covid, as retail was experiencing fundamental change. They needed to understand their true end-to-end CX and challenge where it could be improved. Their CEO came to us due to our experience and ability to deliver successful outcomes at pace.


  • SCS have been through a recent centralisation, moving roles & tasks from Stores into Contact Centre.  They wanted to improve their CX, and recognised change was required to do so, but also that they needed support to help develop the current view of CX and what prioritised improvements would be required


  • Review of the end-to-end customer journey, completed through interactive workshops with teams to determine priorities that would create a roadmap to better meet customer needs
  • Efficiency & effectiveness review of the contact centre operation, as well as Op Model review to understand quick win and longer term opportunities for improvement & refinement
  • Showcase of Best-In-Class tech & systems that would support SCS in delivering their CX aspirations


  • Development of a business benefits case showing opportunities to reduce cost to serve and reinvest in technology to meet an innovative future state journey
  • Tech demonstrations set up with partners and external vendors to support prioritisation of potential solutions
“Works in partnership with your organisation, and designs practical and workable solutions” Marie Liston, Corporate Services Director, SCS
Tyne & Wear, United Kingdom

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