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Digital Strategy
Operating Model

Review of contact operating model

Developing engagement and bringing the brand to life throughout the customer journey.

The Body Shop want to be best in class across all markets in which they operate. They want to offer a service that surprises and delights customers and wanted to create a plan specifically around the contact model that achieves this ambition through their outsourced partner.


  • The Body Shop have been through significant changes and have a desire to offer a unique customer experience across all contact channels which they felt they could improve on.
  • An objective review of the contact centre was required with the aim of developing a plan to drive engagement and support market growth.


  • A full review of the contact operating model and how this aligns to the wider business through detailed stakeholder interviews, data review and interactive team workshops, to determine a roadmap of priorities, and solutions to better meet customer needs.
  • Creation of personas for the contact centre colleagues, to aid channel development and decision making in the wider business.


  • Development of a business benefits case showing opportunities to reduce cost to serve and reinvest in technology - to meet an innovative, digital ‘future state’ journey.
  • Specific support provided for technology solutions to ensure that development met the needs of users (customers and colleagues).
“We continue our exciting journey with The Body Shop, refining the plan to drive engagement of current and new customers through development of process and technology” Beverley Stag, Outcome Creation Specialist, Custerian
London, United Kingdom

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