Often the problem with CX is that it is seen as a bolt-on or a ‘must-do’ whereas SGN wanted it to be part of their overall strategy in order to become the regulators benchmark. Our role was to create the CX strategy & roadmap and support the implementation.
“It’s great to see what we have all achieved since we really started in Dec 15, between SGN and Custerian!” Maureen McIntosh, Head of Customer Experience, SGN
Review of the current ‘Order To Cash’ journey, and development of fit for scale process & controls.
Following a period of high growth, with ambitious plans to continue, the time was right to do a fit for the future review.
After significant growth there was an opportunity to re-engineer process to drive efficiency.