Rk - Wh SD Combined v4

8/19/2019 Rk - Wh SD Combined v4

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Copyright © 2016 Tous droits réservés

E n g i n e e r in g c u s t o m e r e x p e r i e nc e s a c r o s s E u r o p e

CUSTOMER EXPERIENCE. ENGINEERED.

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SELF SERVICE SIPS

Intelligent CustomeContact UsSelf Service IVRWebform Deflectio

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Deman !anagementCustomer Experience Anal"ticsWebc#at C#at $latform Revision%pening &oursIntelligent '( for Customers

DIGITAL ENGAGEMENTSIP’S

Webc#at Expansion !obileWebc#at Expansion S#opping CustomersSocial !e ia

Agent )ools UADScripting * ConverIntelligent 'no,le ge!ultis-illing!anagement DeveloCulture A,arenessService b" Value

PRODUCTIVITY & CREDUCTION SIPS

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R o o t C a u s e a n D e m a n

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D i g i t i s i n g c u s t o m e r c o n t a c t

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% u r , o r - i n g p a r t n e r s # i p

Wit# focus on improving A&) an c#at concurrenc"

Transfer of operationsacross 6 sites in the UKand one in SARamp in second andthird SA sites to supportpeakTUPE transfer &associated Comms

Implement site strategy –closure of 3 UK sites,further ramp of SA &create C oE in C ardiff.Maintain operationalperformance duringchange and peak t rading.

World Class Digital RetailerReduced operating costsTransformational programbased on S IP work stackUnderpinned by anengaged partnership withshared commercial risk

!igration from t#eincumbent Stabilise )#e Future


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Transformation case studyPhil HackneyGroup operations director


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S # o p D i r e c t

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2 o i n t v i s i o n

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Support our

igital vision

Un erl"ing innovation


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E x c i t i n g s t a r t

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.e, Sout# Africa sites forpea-

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Implement site strateg"

!aintain operationalperformance uring pea-

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THE FUTURSTABILITYMIGRATION


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